Cloud Support Engineer - Network Infrastructure

About the position

As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets. The Network Infrastructure role supports and focuses on our Networking services such as VPC (Virtual Private Cloud), Route 53, Network Firewalls, WAF, VPC - IP Address Manager, Shield, Firewall Manager and DDoS (Distributed Denial of Service). These services and technologies help our customer's to build and protect their network infrastructure in AWS cloud. 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.

Responsibilities
? Solve customer's cases through various contact channels (telephone, email, and web/live chat) using advanced troubleshooting techniques.
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? Drive initiatives that improve support-related processes and customer experience, including tutorials, how-to videos, and technical articles.
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? Provide feedback to internal AWS teams on service improvements based on customer support experience.
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? Work on critical, highly complex customer problems that may span multiple AWS services.
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? Continuously learn innovative technologies and develop new technical skills and professional competencies.
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? Act as interviewer in hiring processes and coach/mentor new team members.

Requirements
? 1+ years of software development or technical support experience.
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? Experience troubleshooting and debugging technical systems.
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? Bachelor's degree in Engineering/Computer Science/Mathematics or related field, or a minimum of 1+ years of related professional and/or military experience.
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? Basic to intermediate understanding of Computer Networking concepts (OSI or TCP/IP model, LAN/WAN, Routing, Switching, TCP/UDP, DNS, Network and OS Level firewall, DDoS, NAT, HTTP, IP addressing, Web Application Firewall).

Nice-to-haves
? Knowledge or experience with troubleshooting networking issues using tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark).
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? Experience designing complex network architecture considering high availability, scalability, and security practices.
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? Experience in developing Network Infrastructure including LAN/WAN connectivity and DNS following best security practices.
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? Understanding of cloud computing concepts and/or experience with cloud platforms (AWS, Azure, Google Cloud).

Benefits
? Medical, financial, and other benefits including equity and sign-on payments.
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? Employee benefits including a range of medical and financial options.