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DescriptionAs a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.The Database role supports a broad range of Database technologies hosted here at AWS, including Amazon Aurora, AWS Database Migration Service, Oracle, PostgreSQL, DocumentDB, SQL Server, MySQL, MariaDB and more which are used by our customers as cost-effective and highly realiable database solutions to power their mission critical applications.Key job responsibilitiesYour day as a Cloud Support Engineer will include, but not be limited to, the following activities. 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.This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday.About the teamAWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. As a member 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.We are open to hiring candidates to work out of one of the following locations:Dallas, TX, USABasic Qualifications
1+ years of software development, or 1+ years of technical support experience
Experience troubleshooting and debugging technical systems
Bachelor’s degree in Engineering/Computer Science/ Mathematics or any related field or a minimum of 1+ years of related professional and/or military experience.
Knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
Understanding of identity and access management concepts, and technologies to secure corporate access (SSO, SAML, Identity federation). Experience securing architectures from various attacks (such as Distributed Denial of Service (DDoS), SQL Injection) and vulnerabilities.
Understanding of Cryptography concepts (encryption types, modes of encryption, algorithms), underlying architecture that enables secure communication between users and servers (Digital certificates, Public Key Infrastructure).
Preferred Qualifications
One or more security-related certifications (CISSP, CEH, CISA, CISM, SECURITY+, OSCP, or related).
Knowledge of security and compliance standards (such as Common Vulnerabilities and Exposures (CVE), Center for Internet Security (CIS) Benchmarks), Hardware Security Module (HSM), safeguarding sensitive data and implementing security best practices.
Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
Knowledge of security concepts/best practices in securing application architectures from external threats.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
