Cloud Support Engineer - Cape Town - ENGINEERINGUK

    ENGINEERINGUK
    ENGINEERINGUK Cape Town

    4 days ago

    Default job background
    Upper Management / Consulting
    Description

    DESCRIPTION

    We are looking for a Linux engineer to join the AWS Support EC2 Linux technical domain supporting a global list of AWS customers on general guidance, how-to advice, best practice help, troubleshooting, and operational support over email, chat and calls.

    As a Cloud Support Engineer at AWS, you will use your engineering expertise and skills to provide high quality technical solutions that help customers achieve their business goals. You dive deep into complex questions to find the root cause and ensure the customer's specific requirements are fulfilled. Customers consult you about their plans and problems through various contact channels including telephone, email, and web/live chat. You listen carefully to fully understand each customer's concerns and requirements. You guide customers by sharing facts that are backed by your troubleshooting findings and log data.

    Your Day as a Cloud Support Engineer

    • You will be primarily responsible for solving customer's cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.
    • You will drive initiatives that improve support-related processes and our customers' experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
    • You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
    • You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
    • You will act as interviewer in hiring processes, and coach/mentor new team members.

    About the Team

    AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. As a member of our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model. You will be assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications.

    BASIC QUALIFICATIONS

    • 1+ years of software development, or 1+ years of technical support experience
    • Experience troubleshooting and debugging technical systems
    • Knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or MacOS) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).

    PREFERRED QUALIFICATIONS

    • Experience in networking administration and troubleshooting
    • Experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools)
    • Experience in technical support
    • Knowledge or experience with OS administration (boot process, filesystems, process management) and troubleshooting disk space issues, booting issues and OS logs, standard OS performance monitoring tools.
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