Support Engineer II-Ext - AMZ23011.3

(1) Provide technical support, including fielding and handling customer issues via phone, chat, and email.

(2) Perform network troubleshooting of Amazon services utilizing tools and technologies including TCP/IP, DNS, DHCP, firewalls, routing, switching, LAN/WAN, traceroute, iperf, dig, cURL or related.

(3) Provide proactive recommendations throughout all phases of web service implementation for key customers around hypervisor/virtualization, Kubernetes, Docker and containerization.

(4) Use web security and compliance tools (e.g., IPsec, VPN, Web application Firewalls, Elastic Load balancers, IDS/IPS systems, DDOS prevention, PKI and PCI, HIPAA, FIPS, etc.) to ensure security of customer network infrastructure and data.

(5) Work with Service teams to establish and improve end-to-end service support.

(6) Apply advanced troubleshooting techniques to provide unique solutions for critical, highly complex, customer problems that span multiple AWS services.

(7) Work in collaboration with Subject Matter Experts and other service engineering teams to drive complex customer issues to resolution. Document comer case scenarios and troubleshoot workflows in AWS internal knowledge databases, and also write tutorials, create how-to videos, and other technical articles for the AWS customer community.

(8) Mentor new hires, develop and present training, partner with development teams on complex issues or contact deflection initiatives, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.

(9) Partial telecommuting permitted; employee will be required to report to office multiple days per week.

(40 hours / week, 8:00am-5:00pm, Salary Range $109,242/year to $160,000/year)

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

Master's degree or foreign equivalent degree in Computer Science, Computer Engineering, Computer Security, or a related field and 1 year of experience in the job offered or a related occupation.

In the alternative, employer will accept a Bachelor's degree or foreign equivalent degree in Computer Science, Computer Engineering, Computer Security, or a related field and 3 years of experience in the job offered or a related occupation.

Experience must include one year of experience in each of the following:

(1) network architecture or systems engineering;

(2) configuring, managing, and troubleshooting largescale systems, including cloud virtualization, distributed networks, and colocation;

(3) deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems;

(4) system design, development and troubleshooting of container services for web applications.

The pay range for this position in Seattle, WA is $109,242/year to $160,000/year; however, base pay offered may vary depending on job-related knowledge, skills, and experience A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided by Seattle, WA Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.