Cloud Support Engineer (Database), Support Engineering

Amazon Web Services Australia Pty Ltd; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Amazon Web Services is seeking a Cloud Support Engineer to join our Sydney-based AWS Support team. You will act as the Cloud Ambassador across all cloud products, helping customers understand architectures and optimization of their AWS investments.

On a typical day you solve complex customer issues, mentor peers, write technical guidance, and collaborate with engineers worldwide to improve service quality and issue resolution.

Qualifications

• Administration experience with DB engines including SQL Server, MySQL, MariaDB, or Aurora.
• Linux system administration (Ubuntu/CentOS/RedHat) and Windows Server.
• Networking and troubleshooting skills (TCP/IP, DNS, routing, firewalls, LAN/WAN).

Responsibilities

• Solve customer cases via phone, email, and web chat.
• Apply advanced troubleshooting to tailor solutions.
• Mentor new hires and contribute to training.
• Draft tools/scripts and partner with development teams.
• Drive process improvement and customer communications during critical events.
• Produce technical tutorials and articles for developers.

Skills

Database administration

Linux system administration

Networking troubleshooting

Tools

SQL Server

MySQL

MariaDB

Amazon Aurora

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.

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.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

• 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.

WHY AWS SUPPORT ENGINEERING?

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.

ROLE DESCRIPTION

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!

BASIC QUALIFICATIONS

• 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)

PREFERRED QUALIFICATIONS

• 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

Acknowledgement of country: 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.

IDE statement: 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.

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.