Cloud Support Eng. I (Oracle/PostgreSQL), AWS Support Engineering at Amazon Web Services

DESCRIPTION

Amazon has built a reputation for excellence with examples of being the best in customer service, most trusted and most innovative company.

Amazon’s technology business has a history and tradition of leading the world in web related technologies and services.

Amazon Web Services Private Limited (AWS South Africa) is seeking highly motivated Database Engineers who are passionate about technology, want to work with the fastest growing Cloud Platform in the world and deliver extraordinary customer experience.

With AWS you have the chance to help individuals and businesses take their computing infrastructures and applications into the Cloud. As a member of the AWS Support team, you will be at the forefront of Cloud technologies. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success.

AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services.

We are seeking people with strong Database and Linux skills to join growing Support team in Cape Town and Johannesburg. You will be responsible for directly supporting customers from all over the world and be able to develop your skills across the AWS platform. Since we’re working in the Cloud, you will need to be very comfortable with not only Database Internals but also networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing. If you fit the description, you might be the person we are looking for!

Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Key job responsibilities
Learn and use ground-breaking technologies

Amazon Web Services is the global market leader and technology forerunner in the Cloud business. As a member of the AWS Support team, you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization?

If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

A day in the life
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 to ensure better CX and compliance with global AWS standards, practices and policies.
•  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.

BASIC QUALIFICATIONS

•  Bachelor’s degree AND 2 years relevant industry experience OR (if no degree) 3 years minimum relevant industry experience
•  Experience with Database performance tuning, troubleshooting and setting up monitoring / alarming for production Database environments for Oracle/ PostgreSQL
•  A good understanding of distributed computing environments, and experience with Linux/Windows system administration fundamentals, troubleshooting monitoring and analysis
•  Good understanding of DNS, TCP/IP protocols and troubleshooting related issues
•  Excellent verbal and written communication skills, with customer service experience / a strong customer focus

PREFERRED QUALIFICATIONS

•  Experience managing full application stacks from the OS up through custom applications OR relevant AWS services (EC2, S3, EBS, ELB, RDS, Dynamo DB, EMR) OR query analysers, query tuning, slow query optimization OR NoSQL technologies like Redis, MongoDB, Cassandra, Riak
•  Exposure to Virtualization (VMware, Xen, Hypervisor) and/or security concepts and best practices
•  Understanding of IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Networks