Support Engineer I-Ext - AMZ23543.8
About The Position
This role involves resolving customer technical issues through various channels like telephone, email, and web/live chat. The engineer will apply advanced troubleshooting techniques, provide tailored solutions, and investigate the root cause of issues. The position also includes staffing a support operations role, accepting escalated tickets, and determining if escalation to the service team is necessary. Continuous learning of new technologies is a key aspect of this role. The engineer will perform network troubleshooting of AWS services using tools and technologies such as TCP/IP, DNS, DHCP, Routing, Switching, LAN/WAN, Traceroute, iPerf, dig, and cURL. Support will be provided for migrating existing on-premise client environments to the AWS Cloud and for post-migration setup activities. The role also focuses on driving improvements in support-related processes to enhance customer experience, which may include creating tutorials, how-to videos, technical articles, and trainings. Feedback will be provided to internal AWS teams to improve services, and the engineer will work on critical, complex customer problems that may involve multiple AWS services. Additionally, the role includes coaching and mentoring new team members.
Requirements
- A Bachelor’s degree or foreign equivalent in computer science, digital sciences, or related field and 1 year of experience in job offered or systems engineering, database administration, technical consultant, or related occupation.
- 1 year of experience in technical support .
- 1 year of experience in software development.
- 1 year of experience in with object oriented language.
Nice To Haves
- All applicants must meet all the above listed requirements.
Responsibilities
- Resolving customer technical issues through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques providing tailored solutions and working to dive deep into the root cause of an issue.
- Staffing a support operations role, accept escalated tickets from peers in support, and leverage technical skills to determine if an escalation to the service team is necessary
- Responsible for staying current and continuously learning groundbreaking technologies.
- Perform network troubleshooting of AWS services using tools and technologies, including TCP/IP, DNS, DHCP, Routing, Switching, LAN/WAN, Traceroute, iPerf, dig, cURL.
- Support migration of existing on-premise client environments to AWS Cloud and support post-migration setup activities
- Drive support-related processes improvement, focused on our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
- Provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
- Help coach/mentor new team members.
Benefits
- 401k
- 401k_matching
- health_insurance
- dental_insurance
- vision_insurance
- life_insurance
- disability_insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
