Support Engineer II-Ext - AMZ12610.6

Amazon • Herndon, VA

12d

About The Position

Multiple Positions Available:

1. Provide technical support, including fielding and handling customer issues
via phone, chat, and email.
2. Perform network troubleshooting of Amazon services utilizing tools and
technologies including TCP/IP, DNS, DHCP, firewalls, routing, switching,
LAN/WAN, traceroute, iperf, dig, cURL or related.
3. Provide proactive recommendations throughout all phases of web service
implementation for key customers around user authentication, authorization, data
encryption, network security, system security, vulnerability assessment,
Distributed Denial of Service (DDOS) prevention/mitigation, resource monitoring.
4. Use web security and compliance tools (e.g., IPsec, VPN, Web application
Firewalls, Elastic Load balancers, IDS/IPS systems, DDOS prevention, PKI and
PCI, HIPAA, FIPS, etc.) to ensure security of customer network infrastructure
and data.
5. Work with Service teams to establish and improve end-to-end service support.
6. Apply advanced troubleshooting techniques to provide unique solutions for
critical, highly complex, customer problems that span multiple AWS services.
7. Work in collaboration with Subject Matter Experts and other service
engineering teams to drive complex customer issues to resolution. Document comer
case scenarios and troubleshoot workflows in AWS internal knowledge databases, and also write tutorials, create how-to videos, and other technical articles for the AWS customer community.
8. Mentor new hires, develop and present training, partner with development
teams on complex issues or contact deflection initiatives, write tools/script to
help the team, or work with leadership on process improvement and strategic
initiatives.
9. Domestic or international travel up to 5% to perform role responsibilities
may be required

(40 hours / week, 8:00am-5:00pm, Salary Range $124,717/year to $160,000/year)

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

Requirements

• Master’s degree or foreign equivalent degree in Computer Science, Computer Engineering, Computer Security, or a related technical field and 1 year of experience in the job offered or a related occupation. In the alternative, employer will accept a Bachelor’s degree or foreign equivalent degree in Computer Science, Computer Engineering, Computer Security, or a related technical field and 3 years of experience in the job offered or a related occupation.
• 1 year or experience in network architecture or systems engineering
• 1 year of experience configuring, managing, and troubleshooting largescale systems, including cloud virtualization, distributed networks, and colocation
• 1 year of experience deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems.
• 1 year of experience with threat modeling and penetration testing, especially for web application and web APIs.

Nice To Haves

• All applicants must meet all the above listed requirements.

Responsibilities

• Provide technical support, including fielding and handling customer issues via phone, chat, and email.
• Perform network troubleshooting of Amazon services utilizing tools and technologies including TCP/IP, DNS, DHCP, firewalls, routing, switching, LAN/WAN, traceroute, iperf, dig, cURL or related.
• Provide proactive recommendations throughout all phases of web service implementation for key customers around user authentication, authorization, data encryption, network security, system security, vulnerability assessment, Distributed Denial of Service (DDOS) prevention/mitigation, resource monitoring.
• Use web security and compliance tools (e.g., IPsec, VPN, Web application Firewalls, Elastic Load balancers, IDS/IPS systems, DDOS prevention, PKI and PCI, HIPAA, FIPS, etc.) to ensure security of customer network infrastructure and data.
• Work with Service teams to establish and improve end-to-end service support.
• Apply advanced troubleshooting techniques to provide unique solutions for critical, highly complex, customer problems that span multiple AWS services.
• Work in collaboration with Subject Matter Experts and other service engineering teams to drive complex customer issues to resolution. Document comer case scenarios and troubleshoot workflows in AWS internal knowledge databases, and also write tutorials, create how-to videos, and other technical articles for the AWS customer community.
• Mentor new hires, develop and present training, partner with development teams on complex issues or contact deflection initiatives, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
• Domestic or international travel up to 5% to perform role responsibilities may be required

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level