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Cloud Support Engineer - Windows

As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.

The Windows role provides support for AWS paid support customers running enterprise Microsoft workloads on EC2 Windows, including SQL Server, SharePoint, and Exchange, as well as associated roles such as Active Directory, IIS, etc. We support the WorkSuite services (WorkSpaces, WorkMail, WorkDocs, WorkLink, WorkSpaces Application Manager), Directory Service, Systems Manager, EC2 Image Builder, Migration Suite, Application Discovery Service, CloudWatch Application Insights, LicenseManager, and the VM management portal products which are used by our customer for running global-scale enterprise HPC, SQL, Exchange, and web application workloads. We support the underlying hardware our services run on, as well as performance and networking issues at the OS-level.

Key job responsibilities

Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.

•You will be primarily responsible for solving customer’s cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.
•You will drive initiatives that improve support-related processes and our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
•You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
•You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
•You will act as interviewer in hiring processes, and coach/mentor new team members.

This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday.

About the team
AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. As a member our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model. You will be 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.

We are open to hiring candidates to work out of one of the following locations:

Herndon, VA, USA

BASIC QUALIFICATIONS

- 1+ years of software development, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Bachelor’s degree in Engineering/Computer Science/ Mathematics or any related field.
- Minimum of 1+ years of related professional and/or military experience.
- Knowledge or 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).
- Knowledge or experience with enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL, Sharepoint, Exchange, Windows server, Single Sign On).
- Knowledge of Windows troubleshooting tools (Event viewer, Task manager, WinDbg, Windows Sysinternals, perfmon, WPR/WPA).

PREFERRED QUALIFICATIONS

- Understanding conversion technologies like disk format and resource monitoring (Physical to Virtual (P2V), and Physical to Cloud (P2C) conversion).
- Experience managing full application stacks from the OS up through custom applications, and knowledge on storage technologies.
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
- Knowledge of security concepts/best practices in securing application architectures from external threats.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.