Cloud Support Engineer - Toronto, Canada - Amazon

Description

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success.

AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

As a Cloud Support Engineer, you will be at the forefront of this transformational technology and acting as the 'Cloud Ambassador' across all the cloud products.

You will be arming our customers with required tools & tactics to get the most out of their Product and Support investment and contributing to a follow-the-sun roster to assist 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 for 24/7/365.

Would you like to equip yourself with the latest cloud computing technologies? Are you familiar with best practices for applications, servers and networks? If this sounds exciting to you, you might be the person we are looking for

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:

• Work on critical, highly complex customer problems that may span multiple AWS services
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve

services.

• Drive tactical & strategical projects that improve support-related processes and our customers' technical

support experience.

• Write tutorials, how-to videos, and other technical articles for the developer community.
• As we operate on a follow-the-sun model, with sites located globally, working hours and days are based on

customer demand and may include weekends (on a rotational basis).

WHY AWS SUPPORT? - First and foremost, this is a customer support role - in The Cloud.

• On a typical day, you will be primarily responsible for solving customer's issues through a variety of customer

contact channels which include web, live chat, and telephone.

• You will be provided both self-paced and instructor-led training that help you develop the skills required to be

successful in your role

• As your career advances, you may also have opportunity to coach/mentor new hires, develop & present training,

and participate in hiring.

• You will be promoted multiple options to advance your career across the organization to help you meet your

ultimate career goals

Key job responsibilities

• First and foremost this is a customer support role - in The Cloud.
• On a typical day, a Support Engineer will be primarily responsible for solving customer's cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
• Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.

Career development:
We promote advancement opportunities across the organization to help you meet your career goals.

Training:
We have training programs to help you develop the skills required to be successful in your role.

We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven't been exposed to yet.

• AWS Support Engineering has 24/7/365 operation model and work schedule will be required to include nights, weekends and holidays.

About the team
Diverse Experiences
AWS values diverse experiences.

Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply.

If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform.

We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences.

Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer.

That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony.

Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture.

When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Hybrid Work
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face.

Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our Canada Amazon offices.

We are open to hiring candidates to work out of one of the following locations:

Toronto, ON, CAN

BASIC QUALIFICATIONS

• Speak, write, and read fluently in Japanese
• 3+ years of technical support experience
• 3+ years of software development with object oriented language experience

PREFERRED QUALIFICATIONS

• Experience with networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related) at an advanced level
• Experience with virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen)
• Bachelor's degree

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, disability, age, or other legally protected status.

If you would like to request an accommodation, please notify your Recruiter.