Support Engineer Ii - ext - Amz9442086

Support Engineer Ii-Ext

Employer: Amazon Web Services, Inc.

Offered Position: Support Engineer II-Ext

Job Location: Herndon, Virginia

Position Responsibilities:

• 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.
• Analyzing product and reports on support performance metrics to measure support success, service performance and drive customer facing platform improvements.
• Acts 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.

Position Requirements:

• Bachelor's degree or foreign equivalent degree in Networking, Information Technology, Computer Science, or a related field and one year of experience in the job offered or a related occupation. Employer will accept three years of experience in the job offered or a related occupation as equivalent to the Bachelor's degree and one year of experience.
• Must have one year of experience in the following skills: (1) either (a) providing Linux or Windows operating system support; or (b) deploying and troubleshooting LAN, VPN, Firewalls, DNS and TCP/IP, IPsec, and IDS/IPS systems; and (2) either (a) S/W programming, including REST API or (b) using DevOps technologies, including CI/CD (Continuous Integration/Continuous Deployment), Containerization orchestration, and configuration management tools.

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

40 hours / week, 8:00am-5:00pm, Salary Range $104,083/year to $160,000/year.

Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.