JOb Openings at Amazon

DESCRIPTION

• AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. We help with complex account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.
• As an AWS CS Tech Concierge agent, you'll engage with Enterprise and Amazon Partner Network (APN) customers, providing e-mail and phone support. You will interface with other AWS teams including Technical Account managers (TAM’s), Sales, Service Teams and Support. You will be the Subject Matter Experts on Enterprise/APN customers. You will work with exceptionally driven, customer focused Technical Customer Service Associates and Technical Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry. You will be the point of contact on Executive level escalations. You will act as a support partner to the Level 3 TCSA escalations team.

In addition, your responsibilities will include, but will not be limited to, the following:

•  Being the customer-facing voice for Enterprise/APN customers, addressing complex account and billing issues.
•  Performing deep dive analysis on Enterprise/APN customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials.
•  Providing prompt, efficient, detailed, customer-oriented service to Enterprise/APN AWS customers.
•  Working with customer support peers around the globe to ensure a consistent and high-quality level of support.
•  Driving projects that improve support-related processes.
•  Working with Enterprise/APN customers to understand how they use AWS services, and providing valuable feedback to business and development teams.
•  Acting as the Voice of the Customer for our Enterprise/APN customers, reporting and acting on observed areas for improvement
•  Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
•  Assisting with Enterprise/APN customer communication during AWS critical launches and support events
•  Field and handle escalated customer issues from Technical Customer service associates
•  Assuming responsibility for developing detailed knowledge about AWS specific product and features
•  Making sure internal knowledge reference pages are updated

BASIC QUALIFICATIONS
Experience in Customer Service and Account Management with a passion for customer advocacy

•  Excellent oral and written communication skills
•  Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
•  Strong fluency with Web Technologies and the Internet
•  Experience taking ownership and driving resolution on escalated customer issues
•  Proficiency in MS Office, with an emphasis on Excel
•  Ability to work weekends
•  Fluency in English
•  High School Diploma/NQF 4
•  A dedicated 10MB Fiber line is required

PREFERRED QUALIFICATIONS

•  Experience in leadership positions
•  Experience working with high-profile customers
•  Experience in Technical Support
•  A drive to dig into the details of a system or process to solve customer problems
•  Some college experience in a technical or business field.
•  Proven success in a fast paced support environment
•  Strong technical support ability and aptitude in a distributed computing environment which also includes supporting end user desktop applications and tools
•  Demonstrated success driving cross-functional deliverables
•  Demonstrated success in resolving complex technical escalations and cause of error post mortem creation

‘’Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.’’

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DESCRIPTION
ABOUT US

Amazon Web Services is the 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.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

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.
•  As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.

BASIC QUALIFICATIONS
The Linux role supports our services that focus on compute technologies. In this role, you will support AWS Services including EC2, EBS, LightSail and the services that enable customers to migrate their workloads to AWS. As well as supporting our customers, you will be leading operational improvement initiatives, an acting as the voice of the customer to internal teams across AWS.

 Advanced experience with System Administration with Linux (Ubuntu, CentOS, RedHat)

•  Advanced of experience with Networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).
•  In-depth understanding of virtualization and cloud computing (Hypervisors, VMware, Xen).
•  Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position

PREFERRED QUALIFICATIONS

•  Experience managing full application stacks from the OS up through custom applications
•  Knowledge of AWS and Cloud Computing concepts
•  Good understanding of security best practices.
•  Good understanding of distributed computing environments and methodologies.
•  Advanced degree in Computer Science or a related field.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity and Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.