Support Engineer II-Ext - AMZ23658.6

Saved job description

Employer: Amazon Web Services, Inc.

Position: Support Engineer II-Ext - AMZ23658.6

Location: Atlanta, GA

Multiple Positions Available:

1. Provide advanced remote technical support to customers

by responding to difficult technical inquiries related to large

and production critical issues to propose solutions to and/or

resolve root causes of cloud network and/or system issues.

2. Lead and oversee documenting all varieties of corner case

scenarios and troubleshooting of workflows in AWS internal

knowledge databases, and create tutorials, how-to videos

and other technical materials for the AWS customer

community.

3. Navigate and configure complex Linux/Windows systems

and troubleshoot difficult issues.

4. Apply advanced knowledge of information science and

technology to perform difficult 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.

5. Execute migrations of existing on-premise environments to

AWS Cloud, grow clients' existing cloud architecture by

onboarding them onto new AWS services and provide

maintenance support by providing complex technical

assistance.

6. Analyze product and reports on support performance

metrics to measure support success, service performance

and drive customer facing platform improvements.

7. Act as a liaison between service development team and

support engineering team, communicating customer

feedback through tech sync meetings for product and

service improvement.

8. Participate in bug bash events to identify straightforward

bugs and improve documentation to support overall

customer experience.

9. Execute customer code assessments and support

customers in code development to deploy customer

applications on the AWS cloud.

(40 hours / week, 8:00am-5:00pm, Salary Range $113776 - $160000)

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

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Requirements: Master’s degree or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field and 1 year of experience in the job offered or a related

occupation. In alternative, Bachelor’s or foreign

equivalent in Networking, Information Technology, Computer Science, Engineering or a related field degree and three years of experience in the job offered or a related occupation.

Experience must include one year of experience in each of the following:

1. Configuring, managing, and troubleshooting largescale systems, including cloud virtualization, distributed networks, and co-location;

2. Providing Linux or Windows Operating System

support;

3. Deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems.

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