Amazon Networking Cloud Support Engineer Engineering 

Ireland, Dublin 

344880744

Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, 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. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.Every day will bring new and exciting challenges on the job while you:• Learn and use groundbreaking technologies.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Interact with leading engineers around the world.• Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
• Drive customer communication during critical events.
• Drive projects that improve support-related processes and our customers’ technical support experience.• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.• First and foremost this is a customer support role – in The Cloud.
• On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
• Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
• Career development: We promote advancement opportunities across the organization to help you meet your career goals.
• Training: We have training programs to help you develop the skills required to be successful in your role.• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
• As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.
• https://www.youtube.com/watch?v=GC3bWcFFZTo&t=24s
• Meet Alexandre: https://www.youtube.com/watch?v=xMRGY196sjYBASIC QUALIFICATIONS• 2+ years of relevant experience
• Advanced knowledge/experience on troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)
• Knowledge/experience of network security (SSL/TLS, Network- and Web Application Firewalls, Intrusion Detection and Prevention Services)
• Knowledge managing domain transfers, records and DNS security (DNSSEC and DNS Filtering)
• Operating Systems knowledge oriented to maintenance and administrative purposes (Windows or Linux)
• Networking and troubleshooting (HTTP, TCP/IP, DNS, Routing and Switching, Load Balancing)
• knowledge/experience monitoring IT services and good command of associated technologiesPREFERRED QUALIFICATIONS• Knowledge in configuring virtual server environments.
• Knowledge in configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto etc.
• Knowledge managing full application stacks from the OS up through custom applications
• Knowledge configuring software-based Load Balancing solutions.
• Knowledge with end to end application monitoring, tracing and alerting using tools like CloudWatch, Grafana, Datadog, Prometheus etc.
• Understanding of security best practices.
• Understanding of distributed computing environments and methodologiesDiverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.Mentorship & 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.Work/Life Balance

- Experience in software development, or experience in technical support
- Experience troubleshooting and debugging technical systems

- Bachelor's degree in computer science or equivalent