[Hiring] Support Engineer II @Amazon

Role Description

• Provide advanced remote technical support to customers by responding to difficult technical inquiries related to large and production critical issues to propose solutions to and/or resolve root causes of cloud network and/or system issues.
• Lead and oversee documenting all varieties of corner case scenarios and troubleshooting of workflows in AWS internal knowledge databases, and create tutorials, how-to videos and other technical materials for the AWS customer community.
• Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues.
• Apply advanced knowledge of information science and technology to perform difficult network troubleshooting of Amazon services using tools and technologies, including TCP/IP, DNS, DHCP, routing, switching, LAN/WAN, traceroute commands, iPerf, dig commands, and/or cURL.
• Execute migrations of existing on-premise environments to AWS Cloud, grow clients' existing cloud architecture by onboarding them onto new AWS services and provide maintenance support by providing complex technical assistance.
• Analyze product and reports on support performance metrics to measure support success, service performance and drive customer facing platform improvements.
• Act as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement.
• Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience.
• Execute customer code assessments and support customers in code development to deploy customer applications on the AWS cloud.

Qualifications

• Master’s degree or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field and 1 year of experience in the job offered or a related occupation.
• Alternatively, Bachelor’s or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field degree and three years of experience in the job offered or a related occupation.

Requirements

• Configuring, managing, and troubleshooting large-scale systems, including cloud virtualization, distributed networks, and co-location.
• Providing Linux or Windows Operating System support.
• Deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems.

Benefits

• 40 hours/week, 8:00am-5:00pm
• Salary Range: $113,776 - $160,000

Company Description

Amazon.com is an Equal Opportunity – Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information.