Support Engineer II-Ext - AMZ23658.6

Full Job Description

Employer: Amazon Web Services, Inc. Position: Support Engineer II-Ext - AMZ23658.6 Location: Atlanta, GA

Multiple Positions Available:

1. Provide advanced remote technical support to customers by responding to difficult technical inquiries related to large and production critical issues to propose solutions to and/or resolve root causes of cloud network and/or system issues.
2. Lead and oversee documenting all varieties of corner case scenarios and troubleshooting of workflows in AWS internal knowledge databases, and create tutorials, how-to videos and other technical materials for the AWS customer community.
3. Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues.
4. Apply advanced knowledge of information science and technology to perform difficult network troubleshooting of Amazon services using tools and technologies, including TCP/IP, DNS, DHCP, routing, switching, LAN/WAN, traceroute commands, iPerf, dig commands, and/or cURL.
5. Execute migrations of existing on-premise environments to AWS Cloud, grow clients' existing cloud architecture by onboarding them onto new AWS services and provide maintenance support by providing complex technical assistance.
6. Analyze product and reports on support performance metrics to measure support success, service performance and drive customer facing platform improvements.
7. Act as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement.
8. Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience.
9. Execute customer code assessments and support customers in code development to deploy customer applications on the AWS cloud.

(40 hours / week, 8:00am-5:00pm, Salary Range $113776 - $160000)

Amazon.com is an Equal Opportunity – Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

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Basic Qualifications

Master’s degree or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field and 1 year of experience in the job offered or a related occupation. In alternative, Bachelor’s or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field degree and three years of experience in the job offered or a related occupation. Experience must include one year of experience in each of the following:

1. Configuring, managing, and troubleshooting largescale systems, including cloud virtualization, distributed networks, and co-location;
2. Providing Linux or Windows Operating System support;
3. Deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems.

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Preferred Qualifications

All applicants must meet all the above listed requirements.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Master’s degree or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field and 1 year of experience in the job offered or a related occupation. In alternative, Bachelor’s or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field degree and three years of experience in the job offered or a related occupation. Experience must include one year of experience in each of the following: 1. Configuring, managing, and troubleshooting largescale systems, including cloud virtualization, distributed networks, and co-location; 2. Providing Linux or Windows Operating System support; 3. Deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems. #0000