Cloud Support Engineer

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

· Learn and use groundbreaking technologies.
· Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs.
· Interact with leading engineers around the world.
· Partner with Amazon teams in India to help reproduce and resolve customer issues.
· Leverage your extensive customer support experience to provide feedback to internal Amazon teams in India on how to improve our services.
· Drive customer communication during critical events.
· Drive 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.
· Work on critical, highly complex customer problems that may span multiple AWS services.

WHY AWS PREMIUM SUPPORT?

· 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 to ensure better CX and compliance with global AWS standards, practices and policies.
· 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 AISPL, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
· Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
· As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.

BASIC QUALIFICATIONS
Basic qualification
· 2+ years of relevant experience in a technical position (Support or System Administration).
· Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field.
· Demonstrated proficiency in Systems Administration in Linux/Unix (Ubuntu, CentOS, RedHat, Solaris, etc)
· Good understanding of Networking concepts like TCP/IP, DHCP, IP Routing and Name Resolution.
· Excellent oral and written communication skills
· Strong customer focus
· Strong multitasking skills
· Self-starter who is excited about technology
· Experience working with customers
· Experience analyzing, troubleshooting, and providing solutions for technical issues.

PREFERRED QUALIFICATIONS
Preferred qualification
· Expertise with IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Network Monitoring / Troubleshooting tool.
· Experience with AWS, Google, Rack Space or Soft Layer Management and/or Deployment.
· Experience working with customers
· Experience analyzing, troubleshooting, and providing solutions for technical issues
· Some programming / scripting experience (Java, Perl, Ruby, Python)
· Experience managing full application stacks from the OS up through custom applications

Location: Bangalore