Support Engineer II-Ext - AMZ9082351

Amazon•Portland, OR

70d

About The Position

Provide advanced remote technical support to customers by responding to difficult technical inquiries related to critical production issues. Propose solutions to and resolve root causes of cloud network and system issues. Lead and oversee documenting corner case scenarios and troubleshooting workflows in AWS internal knowledge databases. Create tutorials and other technical materials for the AWS customer community. Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues. Apply advanced knowledge of information science and technology to perform network troubleshooting of Amazon services using tools and technologies, including TCP/IP, DNS, DHCP, routing, switching, LAN/WAN, traceroute commands, iPerf, dig commands, and/or cURL. Execute migrations of existing on-premise environments to AWS Cloud and grow clients' existing cloud architecture by onboarding them onto new AWS services. Analyze product and reports on support performance metrics to measure support success and service performance and to drive customer facing platform improvements. Act as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement. Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience. Execute customer code assessments and support customers in code development to deploy customer applications on the AWS cloud.

Requirements

Bachelor's degree or foreign equivalent degree in Computer Science, Networking, Information Technology, or a related field and two years of experience in the job offered or a related occupation.
Must have two years of experience in the following skills: providing Linux or Windows operating system support or deploying and troubleshooting LAN, VPN, Firewalls, DNS ad TCP/IP, IPsec, and IDS/IPS systems.

Nice To Haves

Please see job description and the position requirements above.

Responsibilities

Provide advanced remote technical support to customers by responding to difficult technical inquiries related to critical production issues.
Propose solutions to and resolve root causes of cloud network and system issues.
Lead and oversee documenting corner case scenarios and troubleshooting workflows in AWS internal knowledge databases.
Create tutorials and other technical materials for the AWS customer community.
Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues.
Apply advanced knowledge of information science and technology to perform network troubleshooting of Amazon services using tools and technologies, including TCP/IP, DNS, DHCP, routing, switching, LAN/WAN, traceroute commands, iPerf, dig commands, and/or cURL.
Execute migrations of existing on-premise environments to AWS Cloud and grow clients' existing cloud architecture by onboarding them onto new AWS services.
Analyze product and reports on support performance metrics to measure support success and service performance and to drive customer facing platform improvements.
Act as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement.
Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience.
Execute customer code assessments and support customers in code development to deploy customer applications on the AWS cloud.