Cloud Support Engineer

2 months ago

Nairobi, Nairobi Area, Kenya Amazon Full time
We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.
Summary
Every day will bring new and exciting challenges on the job while you:

Learn and use groundbreaking technologies.
Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
Interact with leading engineers around the world.
Partner with Amazon Web Services teams to help reproduce and resolve customer issues.

Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.

Drive customer communication during critical events.
Drive projects that improve support-related processes and our customers' technical support experience.
Write tutorials, how-to videos, and other technical articles for the developer community.
Work on critical, highly complex customer problems that may span multiple AWS services.

WHY AWS SUPPORT?

First and foremost this is a customer support role – in The Cloud.

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.

We are open to hiring candidates to work out of one of the following locations:
Nairobi, KEN
Requirements
Basic Qualifications

BASIC QUALIFICATIONS

Containers:

includes all AWS services that supports containers' creation and orchestration services, such as Elastic Container Service and Elastic Kubernetes Service.

To qualify for this role, you should have the following experience:
Knowledge/experience in administration and troubleshooting for two (2) or more of the following:
DevOps/Deployment
Orchestration Management
Configuration Management
Knowledge/experience in continuous integration technology (e.g. Chef, Puppet, Docker, Jenkins, Ansible, or related tools).

Preferred Qualifications

PREFERRED QUALIFICATIONS
2 to 4 years of relevant experience
One or more Web and Application Server technologies (e.g. Apache HTTPD, Apache Tomcat, Nginx, Glassfish, JBoss, Puma, Passenger, IIS).
Scripting or development experience using Python, , PowerShell or C# (.NET), Ruby, Golang.
Understand the complete deployment lifecycle from design, build, test, deploy.
Experience with Kubernetes or containerization technologies
Understanding of hypervisor/virtualization and containerization

Experience with System Administration with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange).

Experience in Networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing.
Experience with Network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools).
Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP).
Strong analysis and troubleshooting skills and experience.
Experience managing full application stacks from the OS up through custom applications.
Exposure to Virtualization (Hyper-V, VMware, Xen).
Good understanding of distributed computing environments.
Exposure to security concepts/best practices.
Knowledge of storage technologies.
Experience with Cloud services and Cloud deployments

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