- 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.
- 1+ years of software development, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Minimum of 1+ years of related professional experience and bachelor's degree in Engineering/Computer Science/ Mathematics or any related field or equivalent 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).
- Knowledge of storage architectures and types such as file storage, block storage, object storage, and backup/DR strategies.
- Understanding of content delivery networks, and email/messaging services.
- Ability to communicate effectively in English (written and spoken) within technical and business settings.
- Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming), and video compression and delivery (codecs and containers, streaming protocols).
- Detailed knowledge of storage protocols: iSCSI, NFS, SMB.
- 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.
Cloud Support Engineer I - Toronto, Canada - Amazon Web Services Canada, Inc.
Description
As 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 SCD role supports our services that focus on distributed cloud infrastructure over which customers build thier applications to server their end users.
The supported services include technologies across Data and Storage (AWS S3 storage, Snowball, AWS Transfer for SFTP, Datasync, AWS Backup, Amazon Elastic File System, File Cache, Storage Gateway, Glacier), Content delivery (Cloudfront, Simple Email Service) and Media and Streaming technologies (AWS Elemental Media Services, Kinesis Video Streams, Interactive Video Service, Elastic Transcoder).
Key job responsibilitiesYour day as a Cloud Support Engineer will include, but not be limited to, the following activities.
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 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.
//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 CultureHere 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 GrowthWe'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 BalanceWe 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