Cloud Support Engineer – Networking

1 week ago

Nairobi, Nairobi Area, Kenya Amazon Web Services (AWS) Full time
Job Description

AWS is currently seeking a Cloud Support Engineer – Networking. Do you want to work with cutting-edge cloud technologies? Are you interested in helping customers grasp application architectures and integration methods? Do you have a solid understanding of best practices for applications, servers, and networks? If so, you might be the ideal fit for our team. We are a group of skilled individuals who are enthusiastic about cloud computing and are dedicated to delivering top-notch support to ensure the success of AWS as a leading technology provider.


WHAT TO EXPECT AT AWS?

Working at AWS entails encountering new and stimulating challenges daily, where you will:

  • Learn and utilize innovative technologies.
  • Implement advanced troubleshooting methods to offer unique solutions to customers.
  • Collaborate with top engineers globally.
  • Engage with AWS teams to replicate and resolve customer issues.
  • Utilize customer support insights to provide feedback for enhancing AWS services.
  • Lead customer communication during critical situations.
  • Drive projects to enhance support processes and improve the technical support journey for customers.
  • Create tutorials, how-to videos, and technical articles for the developer community.
  • Tackle critical and intricate customer issues that may span multiple AWS services.
WHY JOIN AWS SUPPORT?
  • Primarily, this is a customer support role within the Cloud environment.
  • On any given day, a support engineer will primarily focus on solving customer cases through various contact channels like telephone, email, and web/live chat.
  • You will apply troubleshooting techniques to deliver tailored solutions by delving deep into the root cause of issues collaboratively with customers.
  • Besides addressing technical challenges, an AWS Support Engineer may also guide new hires, develop training materials, work with development teams on complex issues, participate in recruitment, create tools/scripts for team support, or contribute to process improvements and strategic initiatives with leadership.
  • Opportunities for career advancement are readily available within the organization to help you achieve your professional goals.
  • We offer training programs to assist you in honing the skills necessary for success in your role.
  • We seek individuals who are eager to build a career with AWS and prioritize existing expertise over areas that may be unfamiliar.
  • For support engineers interested in travel, opportunities to present training or attend focused summits at various AWS sites or events are available.
  • Due to our follow-the-sun model with global Premium Support sites, there are no after-hours on-call duties or mandated overtime.
Key Job Responsibilities

The Cloud Support Engineer – Networking role includes the following responsibilities:

  • Primary responsibility is customer support within the Cloud environment.
  • On a typical day, a Support Engineer troubleshoots and resolves customer cases via multiple channels such as telephone, email, and live chat.
  • Utilize advanced troubleshooting techniques to provide tailored solutions and engage customers to identify root causes of issues.
  • In addition to working on diverse technical problems, an AWS Support Engineer may mentor new hires, create training materials, collaborate with development teams on complex issues, participate in recruitment, develop tools/scripts for team support, or contribute to process improvements and strategic initiatives.
  • Opportunities for career development and advancement are available within the organization.
  • Training programs are in place to help you acquire the skills needed for success in your role.
  • We recruit individuals who are enthusiastic about building a career with AWS and place emphasis on existing knowledge rather than unexplored areas.


BASIC QUALIFICATIONS
  • 6 months – 4 years of relevant experience
  • Proficiency in troubleshooting networking issues using various tools (e.g., traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark)
  • Solid understanding of network security (e.g., SSL/TLS, Network- and Web Application Firewalls, Intrusion Detection and Prevention Services)
  • Good grasp of managing domain transfers, records, and DNS security (including DNSSEC and DNS Filtering)
  • Sound knowledge of operating systems for maintenance and administrative purposes (Windows or Linux)
  • Expertise in Networking and troubleshooting (HTTP, TCP/IP, DNS, Routing and Switching, Load Balancing)
  • Familiarity with monitoring IT services and proficiency in associated technologies


PREFERRED QUALIFICATIONS
  • Experience in configuring virtual server environments.
  • Knowledge/experience in configuring and supporting devices like Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.
  • Experience in managing full application stacks from the OS up to custom applications
  • Experience in configuring software-based load-balancing solutions.
  • Experience with end-to-end application monitoring, tracing, and alerting using tools such as CloudWatch, Grafana, Datadog, or Prometheus
  • Strong understanding of security best practices.
  • Deep understanding of distributed computing environments and methodologies

About Us

Amazon Web Services (AWS) is the leading market player and technological frontrunner in the Cloud industry. As a member of the AWS support team, you will be at the forefront of this revolutionary technology, aiding a global array of companies and developers utilizing an expanding range of services and features to operate their mission-critical applications. As a cloud support engineer, you will serve as the 'cloud ambassador' for all cloud products, equipping customers with the necessary tools and strategies to maximize their product and support investments.

If you are aiming to enhance your Software Development skills to stay competitive in the market, take a look at top schools through the provided link.

For all your IT certification requirements, refer to the link provided for information on getting started.

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