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    • Cloud Support Engineer - Cape Town - Amazon

    Amazon
    Amazon Cape Town

    1 week ago

    Amazon background
    Accounting / Finance
    Description

    Accelerate Your Cloud Support Career with Amazon

    As a Cloud Support Engineer at Amazon, you'll learn and leverage cutting-edge cloud technologies to empower our customers' success worldwide. You'll serve as the Cloud Ambassador across AWS products, providing critical tools and strategies for scaling impact in global markets.

    The Database role encompasses a broad spectrum of Database technologies hosted on the Amazon Web Services (AWS) platform, including Amazon Aurora, AWS Database Migration Service, Oracle, PostgreSQL, and DocumentDB. These database solutions are cost-effective and highly reliable options for powering mission-critical applications. In this role, you'll ensure optimal performance, availability, and security of these database systems while offering expert-level support and troubleshooting assistance to our customers. Beyond addressing technical issues, you may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact-deflection initiatives, participate in hiring, write tools and scripts to aid the team, or work with leadership on process improvements and strategic initiatives.

    AWS Sales, Marketing, and Global Services (SMGS) drives revenue, adoption, and growth from large and fast-growing small- and mid-market accounts to enterprise-level customers, including public sector. The AWS Global Support team collaborates with leading companies, believing that world-class support is crucial to customer success. AWS Support partners with a global list of customers building mission-critical applications atop AWS services.

    Key Job Responsibilities

    Your day as a Cloud Support Engineer will involve:

    1. Solving customer cases through various contact channels (telephone, email, web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and collaborating with them to identify root causes.
    2. Drove initiatives improving support-related processes and customer experience, including tutorials, how-to videos, technical articles, trainings, and more.
    3. Leveraging customer support expertise to provide feedback to internal AWS teams on service enhancements and working on critical, complex customer problems spanning multiple AWS services.
    4. Continuously learning groundbreaking technologies and developing new technical skills and professional competencies.
    5. Serving as an interviewer in hiring processes and coaching/mentoring new team members.

    Please note: This role requires flexibility to work 5 days a week (occasionally on weekends) on a rotational basis, with schedules aligning to Sunday - Thursday, Tuesday – Saturday, or Monday - Friday.

    About the Team

    AWS Support Engineering is a customer-facing global organization providing technical support to our customers and internal teams. As a member of our team, you'll be at the forefront of transformative technology, operating on a follow-the-sun model. You'll assist a global list of companies and developers leveraging a growing set of services and features to run mission-critical applications.

    BASIC QUALIFICATIONS

    - 1+ years of software development or 1+ years of technical support experience.

    - Experience troubleshooting and debugging technical systems.

    - Good knowledge/experience in administration and troubleshooting for one or more of the given Database engines: Oracle/PostgreSQL/Amazon Aurora PostgreSQL.

    - Knowledge of database installation process, performance tuning, database engine agnostic fundamentals, basic optimization of database, and database migrations.

    - Knowledge of Linux operating system, including file manipulation, system monitoring commands.

    - Knowledge of Open System Intercommunication (OSI) model and application of networking concepts and commands to troubleshoot network issues.

    PREFERRED QUALIFICATIONS

    - Experience with Database troubleshooting, performance tuning, query analyzers, and query tuning/slow query optimization.

    - Experience with setting up monitoring/alarming for Database environments.

    - Knowledge in administering database engines and managing high availability (HA) and disaster recovery (DR) topologies.

    - Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).

    - Experience with NoSQL technologies like DynamoDB, Redis, MongoDB, or Cassandra.

    Amazon is an equal opportunities employer, valuing passion for discovery, innovation, simplification, and building. We welcome applications from all members of society, irrespective of age, sex, disability, sexual orientation, race, religion, or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We require verifying your ability to work lawfully in South Africa. Amazon requires submitting a copy of either your identity document or passport and applicable work permit if foreign national, along with an updated curriculum vitae.

    Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

    Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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