Support Engineer II-Ext - AMZ9750011
About The Position
This role involves solving customer cases through various channels like telephone, email, and web/live chat. The engineer will apply advanced troubleshooting techniques to provide tailored solutions and investigate the root cause of issues. The position also includes driving initiatives to improve support processes and customer experience through content creation such as tutorials, how-to videos, and technical articles. Additionally, the role requires providing feedback to internal AWS teams on service improvements, handling critical and complex customer problems spanning multiple AWS services, and continuously learning new technologies. The engineer will also participate in hiring processes as an interviewer and mentor new team members.
Requirements
- Bachelor's degree or foreign equivalent degree in Computer Science, Engineering or related field
- Two years of experience in the job offered or a related occupation
- One year of experience in configuring, managing, and troubleshooting large-scale systems, including cloud virtualization, distributed networks, and co-location
- One year of experience in Linux or Windows Operating System support
- One year of experience in networking, including deploying and troubleshooting LAN, VPN, Firewalls, and TCP/IP
- One year of experience in Chef/Puppet experience or DevOps background and demonstrated knowledge of Git, Perforce, SVN, or TFVC
Responsibilities
- Solve customer’s cases through a variety of contact channels (telephone, email, and web/live chat)
- Apply advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue
- Drive initiatives that improve support-related processes and our customers’ experience including tutorials, how-to videos, technical articles, trainings, among others
- Provide feedback to internal AWS teams on how to improve our services
- Work on critical, highly complex customer problems that may span multiple AWS services
- Continuously learn groundbreaking technologies and develop new technical skills and other professional competencies
- Act as interviewer in hiring processes and coach/mentor new team members
Benefits
- Medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans
- EAP
- Mental Health Support
- Medical Advice Line
- Flexible Spending Accounts
- Adoption and Surrogacy Reimbursement coverage
- 401(k) matching
- Paid time off
- Parental leave
- Equity
- Sign-on payments
- Restricted stock units (RSUs)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
