DESCRIPTION AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. Amazon Web Services is the global market leader and technology forerunner in the Cloud business. As a member of the AWS Support team in Amazon Web Services, you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a Cloud Support Engineer, you will act as the Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment. Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team in India helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization? If you fit the description, you might be the person we are looking for! We are a team passionate about cloud computing, and believe that world class support is critical to customer success. Key job responsibilities Learn and use ground-breaking technologies Amazon Web Services is the global market leader and technology forerunner in the Cloud business. As a member of the AWS Support team in Amazon Web Services India Private Limited (AWS India), you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications in India. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment. Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team in India helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization? If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success. A day in the life • First and foremost this is a customer support role – in The Cloud. • On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue. • Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives to ensure better CX and compliance with global AWS standards, practices and policies. • Career development: We promote advancement opportunities across the organization to help you meet your career goals. • Training: We have training programs to help you develop the skills required to be successful in your role. • We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet. • Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events. AWS Support is 24/7/365 operations and shift work will be required in afternoon i.e. 1 PM to 10 PM IST About the team Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. BASIC QUALIFICATIONS - Bachelor’s degree OR equivalent experience in a technical position; Requires minimum of 2+ yrs experience in relevant technical position - Oracle/ Mysql/ PostgreSQL/ SQL Server-DB performance tuning and troubleshooting; Experienced at setting up monitoring / alarming for production DB environments; Some experience with NoSQL technologies like DynamoDB , Redis, MongoDB, Cassandra or Riak; Linux/Windows system administration fundamentals; Experienced with Linux/Windows system monitoring and analysis; Good understanding of distributed computing environments; Good understanding on DNS, TCP/IP protocols. - Excellent oral and written communication skills; Excellent troubleshooting skills with customer service experience / strong customer focus PREFERRED QUALIFICATIONS - Experience with query analyzers and query tuning / slow query optimization etc.; Exposure to Virtualization (VMware, Xen, Hypervisor); Prior working experience with AWS - any or all of EC2, S3, EBS, ELB, RDS, Dynamo DB, EMR - Exposure to security concepts / best practices; Understanding on IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Network - Monitoring / Troubleshooting tools - Experience in managing full application stacks from the OS up through custom applications 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
