Cloud Support Engineer

1 month ago

Nairobi, Kenya Amazon Web Services (AWS) Full time
A Day in the Life

On a typical day, a Cloud Support Engineer – Linux will be primarily responsible for solving customer’s cases through a variety of customer 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 with customers to dive deep into the root cause of an issue.

Key Job Responsibilities

The Cloud Support Engineer – Linux remote role has the following responsibilities:

  • On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer 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 with customers to dive deep into the root cause of an issue.
  • Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also 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.
  • Career development: We promote advancement opportunities across the organization to help you meet your career goals.
  • Training: We have training programs to help you develop the skills required to be successful in your role.
  • We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
  • Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
BASIC QUALIFICATIONS
  • Good in-depth troubleshooting to resolve straightforward Linux and network-related technical problems.
  • Strong troubleshooting connectivity problems across the different layers of the OSI model from the Linux standpoint of view using tools like ping, traceroute, ifconfig, tcpdump, etc.
  • Good understanding of Networking fundamentals like CIDR notations, OSI model, HTTP/HTTPS, DNS, SSH, TCP, routing, switching, subnets, ACLs, NAT
  • Perform networking administration tasks like being able to connect an individual PC to the network/internet and set FW rules.
PREFERRED QUALIFICATIONS
  • 2 to 4 years of relevant experience
  • Perform basic administration tasks and initial troubleshooting of different Linux distributions.
  • Knowledge of the most common OS logs used for troubleshooting problems.
  • Troubleshooting of disk space issues and knowledge of the administrative tasks required to address these problems.
  • High-level understanding of security in Linux (filesystem permissions, etc), may have experience managing users and groups.
  • Troubleshooting booting issues and how to manage services in Linux (SystemV and or SystemD)
  • Basic backup and restore concepts (desktops/laptops).
  • Have experience installing software using the different package managers
  • Basic understanding of applications such as Apache, Nginx, MySQL, etc.
  • Troubleshoot performance issues in a single domain using common OS tools such as top, sar and free.
  • Basic understanding of process lifecycle and signals
  • Basic understanding of 3-tier web applications and a general idea of which components are stateful and which ones are stateless.
  • Basic understanding of shell concepts such as variables, aliases, redirection and shell expansion.

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