Cloud Support Engineer (Developer and Mobile Services), Support Engineering

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.

The Cloud Support Engineer Developer and Mobile Services role supports messaging technologies (Amazon Connect, SNS, SQS) along with mobile technologies (Amplify, Appsync, Device Farm, etc) and IoT technologies (IoT Core, IoT Device Management, IoT Analytics, Greengrass, Robomaker, Roborunner, etc). Mobile Services and IoT are some of the fastest growing areas of technology and we're excited to help developers innovate and deliver amazing experiences.

Key job responsibilities
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.

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.

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.

About the team
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.

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Hybrid Work
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our New Zealand Amazon offices.
What's it like to work at Amazon Web Services? Meet our Cloud Support Engineers.

Basic Qualifications

- Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR 4 years equivalent professional
- 6+ years of Industry experience
- Experience with one or more of the following areas of Developer & Mobile Services (Python, Ruby, PHP, Java, .NET, JavaScript, iOS/Objective-C/Swift, Rest API, inter-application messaging & queueing, develop mobile apps, version control systems, virtualization)

Preferred Qualifications

- 3+ years of experience scripting or developing in at least two of the following (or similar) languages: Java / Android / .NET (C#) / JavaScript (browser or node.js) / iOS (Objective-C / Swift) / Python
- 3+ years of experience in building or troubleshooting web and/or mobile applications
- 3+ years of experience with services based on REST APIs / SDKs
- 3+ years of experience with System Administration with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange)
- 3+ years of experience with Networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related)
- 3+ years of experience building/debugging full application stacks from the OS up through custom applications
- 3+ years of experience of leading professional development projects
- 2+ years of experience working with cloud services
- Exposure to mobile and web application security best practices
- Exposure to mobile application testing/automation (Selenium, Appium, etc.)
- Experience working with identity providers (i.e. Login with Amazon, Facebook Connect, OpenID, etc.) / OAuth
- Experience with push notifications, APNS and GCM
- Support / Troubleshooting experience
- Excellent oral and written communication skills – customers contact us via calls, chats, and email.