Cloud Support Engineer - Media AWS Elemental AWS Support Engineering
Cloud Support Engineer - Media AWS Elemental AWS Support Engineering
Posted on :
13-04-2025
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1 Vacancy
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Job Description
AWS Elemental is the leading supplier of softwaredefined video solutions for multiscreen content delivery and we are looking for a Technical Support Engineer to join our Global Technical Support Team.
In this role you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. Our customers include small and large enterprise customers and includes onpremises and cloud based workflows. You will be responsible for issue investigation identifying software defects indepth and complex repro cases across multiple products and services workarounds and researching innovative or unfamiliar technologies. This is a complex fastpaced and highthroughput environment where frequent context shifting and multitasking is required. As an engineer on the team there are additional expectations of leadership and expertise in multiple disciplines.
Key job responsibilities
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 indepth issues that potentially span multiple external and internal organizations while working independently
Communicate directly with internal organizations to complete root cause analyses issue investigation workarounds and defect resolution
Develop and implement the most complex repro cases to identify potential software defects misconfigurations or issues in customer environments
Use case management tools to manage and prioritize issues based on multiple factors including customer impact
Act as a role model to other support engineers leading discussions proactively solving issues and identifying and removing blockers for the entire team
Develop training material and documentation for both internal and customerfacing user community portals
Deliver field support services to customers including product troubleshooting as well as basic implementation and ad hoc training services
Standard working hours as part of global 24x7 oncall rotation for postsale customer support
A day in the life
Deliver exceptional customer service by owning customer issues raised via case portals emails or calls
Empower customers by creating technical knowledge and training articles
Provide deep technical knowledge reproducing and analysing media workflows
Build meaningful relationships with customers and operators via calls and case management
Advocate for customer needs by acting as the Voice of the Customer using knowledge to influence product design and strategy
Bachelors degree in computer science or equivalent or 3 years of technical support experience
Experience working in enterpriselevel technical/customer support
Experience with Linux operating systems particularly with networking and system administration
Experience with LAN configuration Internet protocols server applications and related troubleshooting tools
Knowledge of compressed and uncompressed digital video and audio standards especially around HEVC H.264 and MPEG2 technologies
Knowledge of video packaging and delivery mechanisms such as HLS DASH CMAF RTMP UDP and/or file based workflows
Experience with Cloud Computing especially Amazon Web Services; excellent hardware/software problemsolving skills and ability to navigate challenging situations in a professional manner with minimal guidance
Familiarity with one or more Linuxbased scripting language (e.g. Python Bash JavaScript etc.
Ability to effectively gauge customer impact and temperature to prioritize issue investigation
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
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 disability age or other legally protected attributes.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
In this role you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. Our customers include small and large enterprise customers and includes onpremises and cloud based workflows. You will be responsible for issue investigation identifying software defects indepth and complex repro cases across multiple products and services workarounds and researching innovative or unfamiliar technologies. This is a complex fastpaced and highthroughput environment where frequent context shifting and multitasking is required. As an engineer on the team there are additional expectations of leadership and expertise in multiple disciplines.
Key job responsibilities
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 indepth issues that potentially span multiple external and internal organizations while working independently
Communicate directly with internal organizations to complete root cause analyses issue investigation workarounds and defect resolution
Develop and implement the most complex repro cases to identify potential software defects misconfigurations or issues in customer environments
Use case management tools to manage and prioritize issues based on multiple factors including customer impact
Act as a role model to other support engineers leading discussions proactively solving issues and identifying and removing blockers for the entire team
Develop training material and documentation for both internal and customerfacing user community portals
Deliver field support services to customers including product troubleshooting as well as basic implementation and ad hoc training services
Standard working hours as part of global 24x7 oncall rotation for postsale customer support
A day in the life
Deliver exceptional customer service by owning customer issues raised via case portals emails or calls
Empower customers by creating technical knowledge and training articles
Provide deep technical knowledge reproducing and analysing media workflows
Build meaningful relationships with customers and operators via calls and case management
Advocate for customer needs by acting as the Voice of the Customer using knowledge to influence product design and strategy
Bachelors degree in computer science or equivalent or 3 years of technical support experience
Experience working in enterpriselevel technical/customer support
Experience with Linux operating systems particularly with networking and system administration
Experience with LAN configuration Internet protocols server applications and related troubleshooting tools
Knowledge of compressed and uncompressed digital video and audio standards especially around HEVC H.264 and MPEG2 technologies
Knowledge of video packaging and delivery mechanisms such as HLS DASH CMAF RTMP UDP and/or file based workflows
Experience with Cloud Computing especially Amazon Web Services; excellent hardware/software problemsolving skills and ability to navigate challenging situations in a professional manner with minimal guidance
Familiarity with one or more Linuxbased scripting language (e.g. Python Bash JavaScript etc.
Ability to effectively gauge customer impact and temperature to prioritize issue investigation
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
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 disability age or other legally protected attributes.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Employment Type
Full-Time
Key Skills
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