Cloud Support Engineer Media and Content Delivery

AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector.

Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team in Amazon Web services 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 missioncritical applications. As a Cloud Support Engineer in Amazon Web services. 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.

Would you like to use the latest cloud computing technologies Do you have an interest in helping customers understand application architectures and integration approaches Are you familiar with best practices for applications servers and networks Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization

If you fit the description you might be the person we are looking for! We are a team that is passionate about cloud computing and believe that world class support is critical to customer success.

Key job responsibilities
Learn and use ground breaking technologies.
Apply advanced troubleshooting techniques to provide unique solutions to our customers individual needs.
Interact with leading engineers around the world.
Partner with AWS 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 supportrelated processes and our customers technical support experience.
Write tutorials howto videos and other technical articles for the developer community.
Work on critical highly complex customer problems that may span multiple AWS services.

A day in the life
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 customers 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 to ensure better customer experience and compliance with global AWS standards practices and policies.
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.
We support engineers who are keen to build a career with AWS so we are more interested in the areas that you do know instead of those you havent been exposed to yet.
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 followthesun model with AWS Support Engineering sites located globally there is no after hours oncall or mandated overtime in this role.
AWS Support Engineering is 24/7/365 operations and shift work will be required in afternoon i.e. 1 PM to 10 PM IST role supports our services that focus on distributed cloud infrastructure of CloudFront Simple Email Service AWS Elemental Media Services (Video streaming Transcoding and storage solutions) Kinesis Video Streams Elastic Transcoder. Our support engineers are also the voice of the customer and have a strong voice in to the development teams for recurring issues or feature requests.

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
AWS values curiosity and connection. Our employeeled and companysponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger more collaborative teams. Our continual innovation is fueled by the bold ideas fresh perspectives and passionate voices our teams bring to everything we do.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.

Bachelors degree OR equivalent experience in a technical position; Requires minimum of 2 yrs experience in relevant technical position.
Strong understanding of networking protocols: DNS HTTP SSL SFTP TCP and UDP; Experience with webbased services and applications Apache Tomcat etc. Knowledge of client/server and distributed systems architectures; Strong Unix/Linux or Windows system administration skills.
Knowledge of filesystem block and object storage; Knowledge of Storage architectures and backup/DR strategies; Experience operating and troubleshooting email services and SMTP.

Understanding of Content Delivery Networks (CDN). Expertise with network troubleshooting and tools e.g. iperf MTR traceroute dig. Experience working with REST API based services. Exposure to OS and networking security concepts and standard methodologies
Understanding of streaming video (H264 MP4 WEBM HLS Smooth Streaming). 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 file based workflows
Prior working experience with AWS Services e.g. Cloudfront Simple Email Service and AWS Elemental Media Services. Experience with Cloud architecture patterns and distributed computing concepts
Strong written verbal and documentation skills to effectively communicate with customers and peers

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.