Support Engineer IV - AMZ9810538

Amazon•Los Gatos, CA

18d•Onsite

About The Position

This role involves providing technical support to customers via phone, chat, and email. The Support Engineer IV will apply advanced troubleshooting techniques to resolve critical and complex issues spanning multiple Amazon services. They will collaborate with development teams to enhance end-to-end service support, manage customer communications during critical events, and create technical content such as tutorials and how-to videos for both customers and internal training. The position also requires assisting customers with topics like cloud architecture, migration, and complex performance issues, as well as mentoring junior support engineers.

Requirements

Bachelor's degree or foreign equivalent degree in Computer Science, Information Science, Information Technology, Engineering, Mathematics, Physics, or a related field and one year of experience in the job offered or a related occupation.
Three years of experience as equivalent to the Bachelor's degree and one year of experience.
One year of experience in Linux or Windows systems administration.
One year of experience in at least one of the following: (i.) working with one of the following NoSQL technologies (DynamoDB, Redis, MongoDB, or Cassandra), and ETL tools in managing data workflow jobs; (ii.) Network administration (DNS, TCP/IP, BGP, Load Balancing, software-based IPSEC, SSL-based VPN solutions), and Virtualization (Hypervisors, VMware, or Xen); (iii.) working with one of the following programming languages (C++, Java, C#, .NET, Node.js, PHP, Python, or Ruby); or (iv.) Chef/Puppet experience or DevOps background and demonstrated knowledge of Git, Perforce, SVN, or TFVC.
Domestic and/or international travel up to 25% to perform role responsibilities may be required.

Nice To Haves

Please see job description and the position requirements above.

Responsibilities

Provide technical support, including fielding and handling customer issues via phone, chat, and email.
Apply advanced troubleshooting techniques to provide unique solutions for critical, highly complex, customer problems that span multiple Amazon services.
Work with development teams to establish and improve end-to-end service support.
Drive customer communication during critical events.
Write tutorials, how-to videos, and other technical articles for the Amazon customer community and internal training.
Assist customers on a wide variety of topics, including Amazon cloud architecture, migration and troubleshooting complex performance issues.
Mentor junior support engineers.