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    Cloud Support Engineer - Toronto, Canada - Amazon Web Services Canada, Inc.

    Amazon Web Services Canada, Inc.
    Amazon Web Services Canada, Inc. Toronto, Canada

    1 week ago

    Default job background
    Full time
    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.


    As the world's largest cloud provider, Amazon Web Services (AWS) is redefining the cloud computing industry with more than 200 featured products and services.

    AWS Support Engineering teams span across the globe and implement innovative cloud computing solutions and solve technical problems.

    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.
    A day in the life

    About the team
    About AWS

    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 flexible work hours and arrangements are part of our 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 engineers options to work in the office every day or in a flexible, hybrid work model near one of our Amazon offices.

    Our hybrid models allow you the freedom to work from home whenever in-office collaboration isn't necessary.

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

    Toronto, ON, CAN

    BASIC QUALIFICATIONS

    • 1+ years of software development, or 1+ years of technical support experience
    • Experience troubleshooting and debugging technical systems
    • 1+ years of system administration experience
    PREFERRED QUALIFICATIONS

    • Bachelor's degree in computer science or equivalent
    • Experience with network troubleshooting tools (telnet, testnetconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools)
    • Experience managing full application stacks from the OS up through custom applications
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