Support Engineer IV - AMZ10038238

Amazon • Dallas, TX

16d • 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 complex, critical customer issues that span multiple AWS services. They will collaborate with development teams to enhance end-to-end service support and manage customer communications during critical events. Additionally, the role includes creating technical content such as tutorials and how-to videos for the AWS community and internal training, assisting customers with AWS cloud architecture, migration, and performance troubleshooting, and 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: database administration in MySQL, Oracle, PostgreSQL, MS-SQL, or MariaDB; working with NoSQL technologies (DynamoDB, Redis, MongoDB, or Cassandra) and ETL tools; Network administration (DNS, TCP/IP, BGP, Load Balancing, software-based IPSEC, SSL-based VPN solutions) and Virtualization (Hypervisors, VMware, or Xen); working with programming languages (C++, Java, C#, .NET, Node.js, PHP, Python, or Ruby); or Chef/Puppet experience or DevOps background and demonstrated knowledge of Git, Perforce, SVN, or TFVC.

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 AWS 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 AWS customer community and internal training.
• Assist customers on a wide variety of topics, including AWS cloud architecture, migration and troubleshooting complex performance issues.
• Mentor junior support engineers.

Benefits

• equity
• sign-on payments
• other forms of compensation may be provided as part of a total compensation package
• full range of medical, financial, and/or other benefits

What This Job Offers

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