Support Engineer Ii - ext - Amz9442086

Support Engineer Ii-Ext

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.

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.