- Trabalhar em problemas críticos e altamente complexos de clientes que podem abranger vários serviços da AWS.
- Aplicar técnicas avançadas de solução de problemas para trazer respostas exclusivas às necessidades individuais dos nossos clientes.
- Fazer uso da sua ampla experiência de suporte ao cliente para oferecer feedback às equipes internas sobre como melhorar os serviços.
- Conduzir projetos táticos e estratégicos que aperfeiçoem os processos de suporte e a experiência dos nossos clientes com o suporte técnico.
- Redigir tutoriais e artigos técnicos, assim como compor vídeos instrutivos, para a comunidade de desenvolvedores.
- Atuar em dias e horários que atendam às demandas dos clientes, podendo incluir fins de semana (de forma rotativa), visto que operamos em um modelo de escala de trabalho global, com instalações localizadas em todo o mundo.
- De maneira geral, você será responsável principalmente por resolver problemas dos clientes por meio de uma variedade de canais de contato, os quais incluem web, chat ao vivo e telefone.
- Você receberá treinamento autoguiado e também ministrado por instrutores para auxiliar no desenvolvimento das habilidades necessárias para o sucesso na função.
- À medida que sua carreira avança, você também poderá ter a oportunidade de treinar/orientar recém-contratados, desenvolver e apresentar treinamentos e participar de admissões.
- Você terá acesso a diversas opções de crescimento na carreira dentro da organização, para que seja possível atingir suas maiores metas profissionais.
- 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).
- 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
- Fluência verbal e escrita em português.
- A proficiência na língua inglesa é obrigatória.
- Mais de três anos de experiência técnica profissional em setores ligados à Internet, com foco na solução de problemas e depuração de sistemas técnicos.
- Bacharelado em Tecnologia da Informação, Ciência da Computação, Engenharia, Matemática ou disciplina técnica equivalente.
- Mestrado ou doutorado em áreas relacionadas.
- Experiência em tecnologia de computação em nuvem/distribuída, incluindo gerenciamento de frota de servidores em grande escala e/ou gerenciamento de ambiente Hadoop.
- Experiência comprovada em administração de sistemas (Linux/Window) e administração de redes.
- Experiência em programação e/ou gerenciamento de pilhas completas de aplicações, desde o sistema operacional até aplicações personalizadas.
- Fluency in both written and verbal Portuguese
- 3+ year of professional technical experience working within the Internet industries focused on troubleshooting and debugging technical systems
- Bachelor's degree in Information Technology, Computer Science, Engineering, Mathematics, or equivalent technical discipline.
- MS or PhD in related field
- Experience in Cloud/Distributed computing technology including large scale server fleet management and/or Hadoop environment management
- Demonstrated expertise in systems administration (Linux/Window), network administration
- Experience in programming and/or managing full application stacks from the OS up to custom applications
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Description
Como a maior provedora de serviços de nuvem do mundo, a Amazon Web Services (AWS) tem transformado o setor de computação em nuvem com mais de 200 produtos e serviços em destaque.
As equipes de engenharia do AWS Support estão presentes em todo o globo e implementam soluções inovadoras de computação em nuvem, além de solucionarem problemas técnicos.
Como engenheiro(a) de suporte em nuvem, você estará na vanguarda dessa tecnologia revolucionária e atuará como "embaixador(a) da nuvem" em todos os produtos pertinentes.
Você fornecerá aos nossos clientes as ferramentas e táticas necessárias para que eles tirem o máximo proveito dos investimentos feitos em produtos e suporte e contribuirá com uma escala de trabalho global para auxiliar uma seleção internacional de empresas e desenvolvedores que estão aproveitando um conjunto crescente de serviços e recursos para executar aplicações essenciais de forma ininterrupta.
Você gostaria de trabalhar com as tecnologias de computação em nuvem mais recentes? Tem familiaridade com as práticas recomendadas em aplicações, servidores e redes? Se isso tudo te entusiasma, você pode ser a pessoa que estamos procurandoO QUE ESPERAR DE UMA VIDA NA AWS?
Seus dias de trabalho serão repletos de novos e empolgantes desafios. Confira algumas das atividades listadas abaixo.
POR QUE O AWS SUPPORT? - Em primeiro lugar, trata-se de uma função de suporte ao cliente – na nuvem.
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 spam 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 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 forWHAT CAN YOU EXPECT FROM A LIFE AT AWS?
Every day will bring new and exciting challenges on the job while you:
Sobre a equipe
Sobre a AWS
Experiências diversas
A AWS valoriza a diversidade de experiências.
Mesmo que você não disponha de todas as qualificações e habilidades listadas na descrição do cargo, incentivamos os candidatos a se inscreverem.
Se você está começando na profissão, teve uma carreira pouco tradicional ou possui experiências incomuns, não deixe que isso impeça sua candidatura.
Por que a AWS?A Amazon Web Services (AWS) é a plataforma de nuvem mais abrangente e amplamente adotada do mundo. Fomos pioneiros na computação em nuvem e, desde então, nunca paramos de inovar.
É por isso que os clientes – desde startups bem-sucedidas a empresas da Global 500 – confiam em nosso robusto pacote de produtos e serviços para impulsionar os negócios.
Cultura de inclusão nas equipesAqui na AWS, aprender e ter curiosidade fazem parte do nosso DNA.
Nossos grupos de afinidade liderados pelos próprios funcionários promovem uma cultura de inclusão que nos permite ter orgulho de nossas diferenças.
Nossos frequentes eventos e experiências de aprendizado, incluindo as conferências Conversas sobre Raça e Etnia (CORE) e AmazeCon (sobre diversidade de gênero), nos inspiram a jamais abandonar o que nos torna singulares.
Mentoria e crescimento de carreiraEstamos continuamente elevando nosso padrão de desempenho à medida que nos esforçamos para nos tornarmos o melhor empregador do mundo.
É por isso que você encontrará incontáveis recursos de compartilhamento de conhecimento e mentoria, assim como outros conteúdos para avançar na carreira:eles estão disponíveis aqui para ajudar na sua evolução profissional.
Equilíbrio entre vida profissional e pessoal
Valorizamos a harmonia entre trabalho e vida pessoal.
Alcançar o sucesso corporativo nunca deve ser feito à custa de sacrifícios em casa, e é por esse motivo que horários e arranjos de trabalho flexíveis fazem parte de nossa cultura.
Quando sentimos que recebemos apoio tanto no local de trabalho quanto em casa, não há nada que não possamos alcançar na nuvem.
Trabalho híbridoValorizamos a inovação e reconhecemos que, por vezes, ela exige tempo ininterrupto de concentração em um projeto. Também sabemos da importância da colaboração presencial e do tempo investido na convivência.
Nossa equipe oferece aos engenheiros a opção de trabalhar presencialmente todos os dias ou em um modelo flexível e híbrido próximo a um de nossos escritórios da Amazon, permitindo que você trabalhe em casa sempre que a colaboração no escritório não for necessária.
Qualificações básicasSomos um empregador que oferece oportunidades iguais e não discrimina com base em raça, nacionalidade, gênero, identidade de gênero, orientação sexual, deficiência, idade ou qualquer outro status legalmente protegido.
Caso você queira solicitar uma acomodação, notifique seu recrutador.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