Cloud Support Engineer - Storage and Content Delivery at Amazon Web Services

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 responsibilities

• Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.
• 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.
• This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday Thursday, Tuesday – Saturday or Monday Friday.

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.

We are open to hiring candidates to work out of one of the following locations:

Cpt or Jhb in South Africa

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF | Johannesburg, ZAF

BASIC QUALIFICATIONS

• 4+ years of Technical support experience
• Experince with networking protocols: DNS, HTTP, SSL, TCP and UDP.
• Unix/Linux or Windows system administration skills.
• Knowledge of client/server and distributed systems architectures.
• Knowledge of filesystem, block, object storage, Storage architectures and backup/DR strategies
• Knowledge of AWS S3
• High School Diploma as a minimum

PREFERRED QUALIFICATIONS

• Experience troubleshooting filesystem, block and object storage 
• Experience with scripting (i.e. bash, Python, PowerShell etc.) 
• Detailed knowledge of storage protocols: iSCSI, NFS, SMB 
• Experience with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig,
• Prior working experience with AWS e.g. AWS S3 storage, Storage Gateway, EFS and AWS Backup.
• Experience working with REST API based services Exposure to OS and networking security concepts and standard methodologies.