Cloud Support Engineer - DMS Developer Mobile, Messaging & IoT

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 DMI role supports AWS services used to build and deploy mobile and web applications (AWS Amplify Framework, AWS AppSync), messaging systems for application-to-application communication (Amazon SQS, Amazon SNS, Amazon MQ), and Internet of Things (IoT) solutions in the cloud and at the edge (AWS IoT Core, AWS IoT Greengrass). It also supports Amazon Connect; a cloud-based contact center service that makes it easy for you to deliver better customer service at lower cost. We're excited to help developers build scalable and innovative solutions, and provide excellent support experiences. 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 a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques.
• Drive initiatives that improve support-related processes and customers' experience, including tutorials, how-to videos, technical articles, and trainings.
• Provide feedback to internal AWS teams on how to improve services based on customer support experience.
• Work on critical, highly complex customer problems that may span multiple AWS services.
• Continuously learn innovative technologies and develop new technical skills.
• Act as interviewer in hiring processes and coach/mentor new team members.

Requirements

• 1+ years of software development or technical support experience.
• Experience troubleshooting and debugging technical systems.
• Bachelor's degree in Engineering/Computer Science/Mathematics or related field, or a minimum of 1+ years of related professional and/or military experience.
• Good knowledge of one or more programming languages (Java, Python, C++, .Net).
• Knowledge or experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).
• Understanding of OS concepts (memory, storage, and CPU usage).

Nice-to-haves

• A good understanding of Object-Oriented Programming concepts and ability to write basic functions in any modern programming language.
• Basic knowledge of software architecture and design principles.
• Experience with mobile (Android/iOS) application development.
• Knowledge of CI/CD workflow and experience with Git commands.
• Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).

Benefits

• Comprehensive medical, financial, and other benefits.
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.