Support Engineer II-Ext - AMZ24459.3

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. 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. Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues. 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. 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. Analyzing product and reports on support performance metrics to measure support success, service performance and drive customer facing platform improvements. Acts as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement. Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience. 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 $113818 - $160000)

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

A Bachelor's degree or foreign equivalent in Networking, Information Technology, Engineering, Computer Science, Mathematics or any related field or related field and 3 years of experience in job offered or a related occupation., 1. 3 years of experience with system administration and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).

2. 3 years of experience with OS administration (boot process, filesystems) and troubleshooting disk space issues, booting issues and OS logs.
3. 3 years of experience with security in Linux (filesystem permissions).