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Networking Cloud Support Engineer , Support Engineering

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Amazon

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Software Engineering
    IT & Cybersecurity
  • Dublin

AI generated summary

  • You must have a relevant degree or equivalent experience, networking troubleshooting skills, OS knowledge, protocol familiarity, network security and VPN experience, plus virtualization and security best practices.
  • You will troubleshoot complex issues, collaborate with AWS teams, drive customer communication, mentor peers, and create technical resources while enhancing support processes and customer experiences.

Requirements

  • Bachelor’s degree or equivalent, in Information Science/Information Technology, Data Science, Computer Science, Engineering, or a related field or equivalent work experience
  • Knowledge/experience in networking administration and troubleshooting networking issues using tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)
  • Good OS knowledge oriented to maintenance and administrative purposes (Windows or Linux)
  • Knowledge of networking and routing protocols (BGP, DNS, TCP/IP, HTTP/S)
  • Knowledge/experience of network security (SSL/TLS, Network and Web Application Firewalls)
  • Knowledge/experience in networking principles (routing, switching, load balancing etc.)
  • Knowledge/experience in configuring software-based IPSEC or SSL based VPN solutions
  • Knowledge/experience in configuring and supporting devices such as Cisco, Juniper, Checkpoint, Palo Alto etc
  • Knowledge/experience with virtualization environments
  • Good understanding of security best practices
  • Good understanding of distributed computing environments and methodologies
  • Experience in networking administration and troubleshooting

Responsibilities

  • 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.
  • Use 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.
  • 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.
  • Field general guidance questions from customers such as setting up a small website using EC2 up to troubleshooting and reproducing complex performance issues from customers with fleets of thousands of EC2 instances.

FAQs

What is the primary role of a Networking Cloud Support Engineer at AWS?

The primary role is to solve customer cases through various channels while assisting with networking technologies and ensuring customer success through advanced troubleshooting techniques.

What qualifications are required for this position?

A Bachelor’s degree or equivalent in a related field, along with knowledge and experience in networking administration, troubleshooting, OS maintenance, and networking protocols.

What kind of technologies will I be working with?

You will be working with cloud computing technologies and networking services such as Route 53, Elastic Load Balancing, and VPC.

What are the main responsibilities during a typical day?

Responsibilities include solving customer cases, applying troubleshooting techniques, driving customer communication, working on complex customer issues, and providing feedback to internal teams for service improvement.

Are there opportunities for career development within AWS Support?

Yes, AWS promotes advancement opportunities and offers training programs to help employees develop the necessary skills for career growth.

Is this a customer support role?

Yes, this is a customer support role focused on cloud technologies and networking, involving direct interaction with customers.

What tools will I be expected to use in this role?

Tools like traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark, and others related to networking administration.

Will I have after-hours on-call responsibilities?

No, there are no after-hours on-call duties or mandated overtime in this role as it operates on a follow-the-sun model.

What is the work environment like at AWS?

The work environment is dynamic and collaborative, allowing you to learn from leading engineers, tackle new challenges daily, and contribute to impactful projects.

Are there any travel opportunities associated with this position?

Yes, support engineers interested in travel may present training or participate in focused summits or AWS events across global sites.

What is the emphasis placed on diversity and inclusion at Amazon?

Amazon is committed to a diverse and inclusive workplace, making recruiting decisions based on experience and skills while supporting individuals from all backgrounds.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.