Cloud Support Engineer II - Storage and Content Delivery

Job description

DESCRIPTION

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

Overview
The AWS Support team is seeking engineers that enjoy solving problems and working directly with customers. This role supports our services that focus on Storage and Content Delivery technologies including S3, SES, CloudFront, Storage Gateway, Elastic Transcoder, Glacier, and Snowball. Our support engineers are also the “voice of the customer” and have a strong voice in to the development teams for recurring issues or feature requests.
You will be surrounded by people that are incredibly smart, passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while you:
• Learn, Support, and use groundbreaking technologies
• Interact with engineers from leading technology companies around the world
• Field and manage technical customer issues via phone, chat and email
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Leverage your day-to-day experiences to provide the voice of the customer to internal AWS teams
• Drive customer communication during critical events
• Write tutorials, how-to videos, and other technical articles for the AWS customer community

PREFERRED QUALIFICATIONS

· 7+ years of combined experience with the following:
o Software Defined Storage (SDS) – Storage protocols, backup/Disaster Recovery Strategies, VMware, SAN/NAS
o Content Delivery Network (CDN) – REST API Based Services, Streaming video (H264, MP4, WEBM, HLS, Smooth Streaming)
o Experience with System Administration with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange)
o Experience with Networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related)
· Experience with Linux or Windows system administration
· Experience with web-based services and applications
· Knowledge of client/server and distributed systems / Cloud architecture patterns
· Experience scripting (i.e. bash, Python, PowerShell etc.)
· Understanding of Content Delivery Networks
· Experience with AWS S3, SES, CloudFront, Storage Gateway, Elastic Transcoder, Glacier, and Snowball.
· Knowledge of large-scale storage architectures and backup/DR strategies
· Experience troubleshooting filesystem, block, and object storage
· Experience operating and troubleshooting email services and SMTP
· Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, TCP
· Excellent oral and written communication skills – customers contact us via calls, chats, and email.
· Customer service experience / strong customer focus

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

Desired profile

BASIC QUALIFICATIONS

Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR 4 years equivalent professional or military experience
6+ months of Industry experience
Experience with one or more of the following areas:

· Analytics (Linux, Networking, MySQL/PostgreSQL/Oracle, Database Performance Tuning, ETL, Kinesis/ElasticSearch/Cloudsearch/Redshift)
· Big Data (Hadoop, Hive, Pig, Spark, HDFS, Map-Reduce, Zookeeper, HBASE, Oozie, Presto, Hue, Yarn, HTFS, Sqoop, Python, shell scripting)
· Databases (Oracle, MS SQL, MySQL, PostgreSQL, NoSQL, performance tuning, HA databases, database scaling)
· Deployment/DevOps (Orchestration/Configuration Management and Continuous Integration technology; Git/Perforc/SVN/TFVC; Chef/Puppet/Docker/Jenkins/Ansible; Apache Tomcat,/Nginx/Glassfish/JBoss/Puma/IIS; Bash/PowerShell/Ruby/Python/ebextensions)
· Developer & Mobile Services (Python, Ruby, PHP, Java, .NET, JavaScript, iOS/Objective-C/Swift, Rest API, inter-application messaging & queueing, develop mobile apps, version control systems, virtualization)
· Linux Systems Administration (Linux/Unix (Ubuntu/CentOS/RedHat/Solaris; Networking; IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Network Monitoring)
· Networking (DNS; IPsec; BGP; Load Balancing; Configuring & troubleshooting software-based (IPsec & SSL) VPN solutions; experience with devices -Cisco/Juniper/SonicWall/ Fortinet,/Checkpoint,/Palo Alto/Yamaha)
· Security (information security (application security, cryptography, threat modeling, penetration testing); web security and compliance (Firewalls, IDS/IPS systems, DOS prevention, PCI, HIPAA, FIPS, etc.)
· Storage & Content Delivery (Content Delivery Networks; Streaming video/H264/MP4/WEBM/Smooth Streaming; Search Engines/Solr/Lucene; Storage protocols/iSCSI/NFS/CIFS/SMB; client/server & distributed systems architecture)
· Windows Systems Administration (Windows Server versions 2003-2012R2; Networking/DNS/TCP/IP)