Cloud Support Engineer – Analytics

About the position

As a Cloud Support Engineer specializing in Analytics at AWS, you will leverage various cloud technologies to assist customers in optimizing their data analysis capabilities. This role involves providing technical support for analytic services such as Kinesis, OpenSearch, Redshift, QuickSight, Neptune, and Managed Streaming for Kafka, enabling customers to analyze data from diverse applications. You will be responsible for troubleshooting customer issues, improving support processes, and mentoring new team members while continuously learning about groundbreaking technologies.

Responsibilities
• Solve customer cases through various contact channels (telephone, email, and web/live chat) using advanced troubleshooting techniques.
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• Drive initiatives to improve support-related processes and enhance customer experience through tutorials, how-to videos, and technical articles.
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• Provide feedback to internal AWS teams on service improvements based on customer support experience.
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• Work on complex customer problems that may involve multiple AWS services.
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• Act as an interviewer in hiring processes and mentor new team members.

Requirements
• 1+ years of software development or technical support experience.
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• Experience troubleshooting and debugging technical systems.
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• Bachelor’s degree in Engineering, Computer Science, Mathematics, or a related field, or 1+ years of related professional/military experience.
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• Knowledge or experience with system administration and troubleshooting operating systems (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN).
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• Experience with database concepts, database administration (RDBMS, NoSQL, DocumentDB), and data warehousing.

Nice-to-haves
• Knowledge or experience with distributed search and text parsing analysis.
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• Understanding of data streaming concepts and distributed architecture topics.
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• Familiarity with cloud computing concepts and experience with cloud platforms (AWS, Azure, Google Cloud).
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• Experience scripting or developing in languages such as UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
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• Knowledge of troubleshooting Business Intelligence (BI) issues and ETL processes.

Benefits
• Comprehensive medical, financial, and other benefits.
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• Equity and sign-on payments as part of total compensation package.