Cloud Support Engineer (Big Data / AI ML), Support Engineering Full-time

In AWS Support (https://aws.amazon.com/premiumsupport/), every day will bring new and exciting challenges on the job. As you interact with leading engineers and customers around the world to build, troubleshoot, secure, and optimise their workloads. You will learn a diverse set of cloud technologies as you hone your advanced troubleshooting techniques. As you work with customers, you will apply what you learn to continuously improve our services and create internal as well as public tutorials and videos that enable others. A successful candidate is not expected to be a cloud expert prior to joining AWS, but securing a role as a Cloud Engineer in AWS Support is a great way to become one!

Key job responsibilities

On a typical day, a Cloud Engineer will be primarily responsible for solving customers’ issues through a variety of 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 to dive deep into the root cause of an issue.

Apart from working on a broad spectrum of technical issues, a Cloud Engineer in AWS may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact-deflection initiatives, participate in hiring, write tools and script to help the team, or work with leadership on process improvements and strategic initiatives

A day in the life

Every day will bring new and exciting challenges on the job while you:

– Learn and use groundbreaking technologies, specifically within Machine Learning.

– 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.

About the team

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.

Diverse Experiences

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.

Why AWS?

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.

Inclusive Team Culture

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.

Mentorship & Career Growth

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.

Work/Life Balance

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.

Hybrid Work

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 New Zealand Amazon offices.

What’s it like to work at Amazon Web Services? Meet our Cloud Support Engineers.

BASIC QUALIFICATIONS

– Bachelor’s degree in engineering, technology, computer science, machine learning, robotics, operations research, statistics, mathematics or equivalent quantitative field

– The Big Data role supports services that focus on Machine Learning technologies, including Amazon SageMaker and Bedrock, as well as dealing with open source models

– Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)

– Experience with System Administration with Linux and/or Microsoft Windows Server

– Experience with Networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related)

PREFERRED QUALIFICATIONS

– Strong analysis and troubleshooting skills and experience

– Experienced with Linux system monitoring and analysis

– Good understanding of distributed computing environments

– Exposure to Virtualization (VMware, Xen, Hypervisor)

– Prior working experience with AWS – any or all of EC2, S3, EBS, ELB, Dynamo DB, EMR, Glue, Athena

– Exposure to security concepts / best practices