Support Engineer II-Ext - AMZ23658.6

Employer: Amazon Web Services, Inc.
Position: Support Engineer II-Ext - AMZ23658.6
Location: Atlanta, GA

Multiple Positions Available:

1. Provide advanced remote technical support to customers
by responding to difficult technical inquiries related to large
and production critical issues to propose solutions to and/or
resolve root causes of cloud network and/or system issues.
2. Lead and oversee documenting all varieties of corner case
scenarios and troubleshooting of workflows in AWS internal
knowledge databases, and create tutorials, how-to videos
and other technical materials for the AWS customer
community.
3. Navigate and configure complex Linux/Windows systems
and troubleshoot difficult issues.
4. Apply advanced knowledge of information science and
technology to perform difficult network troubleshooting of
Amazon services using tools and technologies, including
TCP/IP, DNS, DHCP, routing, switching, LAN/WAN,
traceroute commands, iPerf, dig commands, and/or cURL.
5. Execute migrations of existing on-premise environments to
AWS Cloud, grow clients' existing cloud architecture by
onboarding them onto new AWS services and provide
maintenance support by providing complex technical
assistance.
6. Analyze product and reports on support performance
metrics to measure support success, service performance
and drive customer facing platform improvements.
7. Act as a liaison between service development team and
support engineering team, communicating customer
feedback through tech sync meetings for product and
service improvement.
8. Participate in bug bash events to identify straightforward
bugs and improve documentation to support overall
customer experience.
9. Execute customer code assessments and support
customers in code development to deploy customer
applications on the AWS cloud.

(40 hours / week, 8:00am-5:00pm, Salary Range $113776 - $160000)

Amazon.com is an Equal Opportunity – Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

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Basic qualifications

Master’s degree or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field and 1 year of experience in the job offered or a related
occupation. In alternative, Bachelor’s or foreign
equivalent in Networking, Information Technology, Computer Science, Engineering or a related field degree and three years of experience in the job offered or a related occupation.
Experience must include one year of experience in each of the following:
1. Configuring, managing, and troubleshooting largescale systems, including cloud virtualization, distributed networks, and co-location;
2. Providing Linux or Windows Operating System
support;
3. Deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems.

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Preferred qualifications

All applicants must meet all the above listed requirements.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.