Cloud Support Engineer (Networking Monitoring & Scaling)
Amazon
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Job summary
Amazon Web Services Australia Pty Ltd is seeking a Cloud Support Engineer to act as the Cloud Ambassador across AWS products. You will resolve complex customer issues, provide architecture guidance, and contribute to training and process improvements. The role supports networking services like ELB, Route 53, VPC, and CloudWatch.
The role offers a hybrid work option near Sydney or Melbourne offices, with cross-team collaboration and ongoing professional development in cloud technologies.
Qualifications
- Bachelor's degree in Information Science/Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field.
- Good knowledge of network security (SSL/TLS, WAFs, IDS/IPS).
- OS knowledge oriented to maintenance (Windows or Linux).
- Experience with Networking and troubleshooting (HTTP, TCP/IP, DNS, Routing and Switching, Load Balancing).
- Experience configuring virtual server environments and security best practices.
Responsibilities
- Solve customer cases via phone, email, and live chat.
- Apply advanced troubleshooting to provide tailored solutions for customer issues.
- Guide customers on cloud architectures and integration approaches across AWS services.
- Mentor new hires and contribute to training programs.
- Drive improvements to support processes and customer experience.
Skills
Education
Tools
Job description
Job ID: 10537078 | Amazon Web Services Australia Pty Ltd
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.
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 Web Services 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. We hire smart people who are keen to build a career with AWS, 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 follow-the-sun model, you may be required to work a staggered week; either Sun-Thu or Tue-Sat (no on-call).
Our support engineers are also the “voice of the customer” and have a strong voice in to the development teams for recurring issues or feature requests.
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our Sydney or Melbourne Amazon offices.
- Bachelor’s degree in Information Science/Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field or equivalent work experience
- Good Knowledge of network security (SSL/TLS, Network- and Web Application Firewalls, Intrusion - Detection and Prevention Services)
- Good OS knowledge oriented to maintenance and administrative purposes (Windows or Linux)
- Experience with Networking and troubleshooting (HTTP, TCP/IP, DNS, Routing and Switching, Load Balancing)
- Experience configuring virtual server environments
- Knowledge/experience in configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto etc.
- Experience managing full application stacks from the OS up through custom applications
- Experience configuring software-based Load Balancing solutions
- Experience with end to end application monitoring, tracing and alerting using tools like CloudWatch, Grafana, Datadog, Prometheus etc.
- Good understanding of security best practices
- Good understanding of distributed computing environments and methodologies
- Good Knowledge managing domain transfers, records and DNS security.
- Experience troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related).
- Experience in monitoring IT services.
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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