Cloud Support Engineer

Amazon Web Services (AWS) is hiring for the role of Cloud Support Engineer – Media & Content Delivery. As the market leader and technology forerunner in the Cloud business, AWS is at the forefront of transformational technology, assisting a global list of companies and developers in leveraging a growing set of services and features to run their mission-critical applications.

In this role, you will act as the ‘Cloud Ambassador’ across all cloud products, arming customers with the required tools and tactics to get the most out of their product and support investment. You will have the opportunity to use the latest cloud computing technologies, apply advanced troubleshooting techniques, interact with leading engineers worldwide, and partner with AWS teams to reproduce and resolve customer issues.

Key Responsibilities:

• – Solve customers’ cases through various contact channels (telephone, email, web/live chat)
• – Apply advanced troubleshooting techniques to provide tailored solutions for customers
• – Drive customer interactions by thoughtfully working with customers to dive deep into the root cause of issues
• – Coach/mentor new hires, develop and present training
• – Partner with development teams on complex issues or contact deflection initiatives
• – Participate in new hiring, write tools/scripts to help the team
• – Work with leadership on process improvement and strategic initiatives
• – Potentially travel to present training or participate in focused summits across AWS sites or events

This role specifically supports and focuses on AWS Media and Content Delivery services, such as CloudFront, Simple Email Service, Lambda @Edge, Transfer Accelerator, AWS Elemental services (Video Streaming and Transcoding), Kinesis Video Streams, and Elastic Transcoder.

Basic Qualifications:

• – 2 to 4 years of relevant technical support experience
• – Understanding of networking protocols (DNS, HTTP, SSL, TCP, UDP)
• – Unix/Linux or Windows system administration skills
• – Knowledge of client/server and distributed systems architectures
• – Knowledge of Simple Email Service (SES), AWS CloudFront, or Media Streaming and Content Services
• – Experience operating and troubleshooting email services using SMTP protocol
• – High School Diploma as a minimum

Preferred Qualifications:

• – Understanding of Content Delivery Networks
• – Experience with scripting (bash, JavaScript, Node.js, Python, PowerShell, etc.)
• – Experience with network troubleshooting and tools (iperf, MTR, traceroute, dig)
• – Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming)
• – Knowledge of compressed and uncompressed digital video and audio standards (HEVC, H.264, MPEG-2)
• – Knowledge of video packaging and delivery mechanisms (HLS, DASH, CMAF, RTMP, UDP, file-based workflows)
• – Experience with Cloud Computing, especially Amazon Web Services
• – Prior working experience with AWS Services (CloudFront, Simple Email Service, AWS Elemental Media Services)
• – Messaging and Queueing experience
• – Experience working with REST API-based services
• – Exposure to OS and networking security concepts and standard methodologies

AWS promotes advancement opportunities across the organization to help you meet your career goals and provides training programs to develop the necessary skills for success in this role.