Cloud Support Engineer (Database), Support Engineering
Amazon Web Services (AWS)
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Job summary
AWS Australia is seeking a Cloud Support Engineer to join our support team, acting as a Cloud Ambassador across AWS products and helping customers optimize their cloud deployments. You will troubleshoot complex issues, mentor new hires, and collaborate with global engineers on critical events.
Strong background in database engines, Linux/Windows administration, and networking is required. You will engage with customers through multiple channels and contribute to improving our support experience
Qualifications
- Experience with database engines such as SQL Server, MySQL, MariaDB, or Aurora.
- Experience with Linux system administration and/or Windows Server administration.
- Experience with TCP/IP, DNS, routing, firewalls or LAN/WAN troubleshooting.
Responsibilities
- Solve customer cases using advanced troubleshooting across AWS services.
- Collaborate with engineers to reproduce and resolve complex issues.
- Coach and mentor new hires, and contribute to training materials.
- Lead customer communications during critical events and drive process improvements.
Skills
Job description
Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, 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. As a Cloud Support Engineer, you will act as the 'Cloud Ambassador' across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.
Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, 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. As a Cloud Support Engineer, you will act as the 'Cloud Ambassador' across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.
Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization?
If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.
- Learn and use ground breaking technologies.
- Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
- Interact with leading engineers around the world.
- Partner with AWS teams to help reproduce and resolve customer issues.
- Leverage your extensive customer support experience to provide feedback to internal AWS teams 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.
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.
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.
This role supports our services that focus on Databases technologies including RDS (Aurora, SQL Server, MariaDB, MySQL), Database Migration Services, Lightsail and more.
Want to know what's it like to be a Support Engineer at AWS? Take a look!
https://www.youtube.com/watch?v=GC3bWcFFZTo
What if I'm not an expert in all the preferred qualifications listed on the job description? That's okay. That's our preferred list, not a required listed. We hire people who can dive deep so we're more interested in the areas that you do know instead of those you haven't been exposed to yet.
Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Administration experience with (1) of the following Database engines (SQL Server \ MySQL \ MariaDB \ Amazon Aurora)
- Experience with System Administration in Linux (Ubuntu, CentOS, RedHat) and / or Microsoft Windows Server and related services (Active Directory)
- Experience with Networking and troubleshooting (TCP/IP, DNS, routing, , firewalls or LAN/WAN)
- Experience with Database troubleshooting and performance tuning
- Experience with setting up monitoring / alarming for Database environments
- Experience with Database migration and ETL
- Experience with query analyzers and query tuning / slow query optimization
- Knowledge or AWS and Cloud Computing concepts
- Experience Troubleshooting the full application stacks from Operating system through to custom applications
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
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.
Amazon Web Services Australia Pty Ltd
Job ID: A10544221
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