Cloud Support Engineer (Media), Unified Operations Media

The top names in Media and Entertainment rely on AWS to deliver video experiences to audiences around the world. The Unified Operations for Media team within AWS Support provides expert technical support across the full AWS media stack. Our scope includes AWS Elemental Media Services in the cloud (MediaLive, MediaConvert, MediaConnect, MediaPackage, and MediaTailor), Amazon CloudFront content delivery, Amazon Interactive Video Service, and AWS Elemental on premises appliances. Beyond day to day support, our team directly supports some of the largest Sporting and Entertainment events in the world watched by millions of viewers. We are looking for a Technical Support Engineer to join our team based in one of our North American Support Hubs.

Technical Support Engineers on our team own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for enterprise customers. Our customers range from small businesses to the largest global broadcasters and streaming platforms, with workflows spanning on premises encoding, cloud based video processing, and global content delivery. You will be responsible for issue investigation, identifying software defects, building deep and complex repro cases across multiple products and services, developing workarounds, and researching emerging or unfamiliar technologies. This is a complex, fast paced, and high throughput environment where frequent context shifting, flexible scheduling (including weekends) and multitasking are required.

In this role you will

-Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact

• Act as an escalation point for the most complex and deepest issues that potentially span multiple external and internal organizations while working independently

• Communicate directly with internal service teams to complete root cause analyses, issue investigation, workarounds, and defect resolution

• Develop and implement complex repro cases to identify potential software defects, misconfigurations, or issues in customer environments

• Support high visibility live events for major broadcasters and streaming platforms where minutes matter

• Use case management tools to manage and prioritize issues based on multiple factors including customer impact

• Contribute to training material and documentation for both internal and customer facing users

Our team provides customer coverage seven days a week. Engineers work a five day schedule on a rotation that may include a Saturday or Sunday as part of a shifted work week.

Are you interested in joining a growing team focused on supporting broadcast and online streaming companies that use AWS media processing and delivery services? Do you have direct customer experience working with technical teams to support enterprise solutions? AWS supports the top names in Media and Entertainment who integrate video workflows with both on premises encoding products and cloud based video encoding and delivery services to create compelling video driven experiences for their customers. Come join our team!

About the team Diverse Experiences

Bachelor’s degree in computer science or equivalent, or 3+ years of technical support experience

• 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
• 3+ years of network and operating system support experience
• 3+ years of information security and compliance experience

Preferred Qualifications

• Speak, write, and read fluently in Spanish
• Knowledge of digital video landscape, including solid understanding of digital video distribution technologies
• Knowledge of video production crews, live streaming technologies, studio workflows, edit and post- production techniques, production calendars and staffing
• Experience analyzing and troubleshooting RESTful web API calls, or experience in software development
• Knowledge of scripting languages (bash, python, etc.)
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service
• Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
• Can work proactively and independently, meet deadlines, and deliver on projects and tasks
• • Experience with Cloud Computing, especially Amazon Web Services
• • Experience with CentOS or RedHat Linux distributions
• • Excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
• • Experience with MySQL, PostgreSQL, Apache, SNMP, Wireshark, or MPEG Transport Stream analyzers
• • Experience with Content Delivery Networks (CDNs) (e.g. AWS CloudFront , Akamai, EdgeCast, Level 3, Limelight)
• • Ability to effectively gauge customer impact and temperature to prioritize issue investigation
• • Meets/exceeds Amazon’s leadership principles requirements for this role
• • Meets/exceeds Amazon’s functional/technical depth and complexity for this role

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.

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 flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and 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., The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.