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Cloud Support Engineer-Networking id-6537

About the position

As a Cloud Support Engineer at AWS, you will leverage various cloud technologies to assist customers in optimizing their cloud implementations. This role focuses on networking services, providing technical support, and driving initiatives to enhance customer experience. You will engage with customers through multiple channels, troubleshoot complex issues, and contribute to the development of support resources. Continuous learning and mentorship are key aspects of this position, as you will also participate in hiring processes and coach new team members.

Responsibilities

  • Solve customer cases through various contact channels (telephone, email, web/live chat) using advanced troubleshooting techniques.
  • Drive initiatives to improve support-related processes and enhance customer experience.
  • Create tutorials, how-to videos, technical articles, and training materials for customers.
  • Provide feedback to internal AWS teams to improve services based on customer support experience.
  • Work on critical, complex customer problems that may involve multiple AWS services.
  • Continuously learn new technologies and develop technical skills and professional competencies.
  • Act as an interviewer in hiring processes and mentor new team members.

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Requirements

  • Minimum of 3+ years of related professional experience and a bachelor's degree in Engineering/Computer Science/Mathematics or equivalent military experience.
  • Experience with system administration and troubleshooting operating systems (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN).
  • Experience troubleshooting networking issues using tools like traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark.
  • Familiarity with networking OSI model and protocols such as VLAN, IPSEC, TCP, SSL, DNS, and BGP.
  • Ability to communicate effectively in English (written and spoken) in technical and business settings.

Nice-to-haves

  • Experience managing full application stacks from the OS up through custom applications, following best security practices for network and web application firewall.
  • Knowledge or experience with configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto.
  • Understanding of cloud computing concepts and/or experience with cloud platforms (AWS, Azure, Google Cloud).
  • Experience scripting or developing in languages like UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
  • Knowledge of security concepts/best practices in securing application architectures from external threats.

Benefits

  • Mentorship and career growth opportunities.
  • Flexible working culture to support work-life balance.
  • Employee-led affinity groups fostering inclusion and diversity.
  • Ongoing learning experiences and events related to diversity.
  • Access to knowledge-sharing and career-advancing resources.
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