Support Engineer II-Ext - AMZ23658.6

Socket.dev; Atlanta (GA); On-site; USD 114,000 - 160,000; Full time

Job summary

Amazon Web Services, Inc. in Atlanta, GA is seeking a Support Engineer II-Ext to provide advanced remote technical support for cloud networking and production issues. You will document complex scenarios, configure Linux/Windows systems, and assist migrations to AWS while driving platform improvements.

The role requires strong networking knowledge and experience with Linux/Windows, DNS, TCP/IP, VPNs, and security systems, with opportunities to create technical content and collaborate across teams.

Qualifications

• Master’s degree or foreign equivalent in Networking, IT, CS, Engineering or a related field and 1 year of experience in the job offered or a related occupation.
• In alternative, Bachelor’s degree in Networking, IT, CS, Engineering or a related field and three years of experience in the job offered or a related occupation.
• Experience configuring, managing, and troubleshooting largescale systems including cloud virtualization and distributed networks.
• Experience providing Linux or Windows OS support; deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS.

Responsibilities

• Provide advanced remote technical support to customers on cloud network and production issues.
• Document corner case scenarios and troubleshooting; create tutorials and knowledge content.
• Navigate and configure Linux/Windows systems and troubleshoot complex issues.
• Migrate on-prem environments to AWS and onboard clients onto new AWS services.
• Analyze support performance metrics to drive improvements and customer impact.
• Liaise between service development and support engineering; relay customer feedback.

Skills

Large-scale systems troubleshooting

Linux/Windows OS support

TCP/IP, DNS, DHCP expertise

Network troubleshooting

Customer communication

Education

Master's degree in Networking/IT/CS/Engineering

Bachelor's degree in Networking/IT/CS/Engineering

Job description

Employer: Amazon Web Services, Inc.

Position: Support Engineer II-Ext - AMZ23658.6

Location: Atlanta, GA

Multiple Positions Available:

• 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.
• 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.
• Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues.
• 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.
• 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.
• Analyze product and reports on support performance metrics to measure support success, service performance and drive customer facing platform improvements.
• Act as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement.
• Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience.
• 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 – Aff…

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:

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

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,