Cloud Support Engineer II – Developer and Mobile Services (DMS)

About the position

As a Cloud Support Engineer, you will leverage various cloud technologies to assist customers in achieving their goals. This role involves acting as a Cloud Ambassador for AWS products, particularly focusing on mobile and serverless technologies. 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, web/live chat) using advanced troubleshooting techniques.
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• Drive initiatives to improve support-related processes and enhance customer experience through tutorials, technical articles, and training.
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• Provide feedback to internal AWS teams based on customer support experience to improve services.
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• Work on complex customer problems that may involve multiple AWS services.
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• Continuously learn new technologies and develop technical skills and professional competencies.
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• Act as an interviewer in hiring processes and mentor new team members.

Requirements
• Minimum of 3+ years of related professional experience and a bachelor’s degree in Engineering, Computer Science, Mathematics, or a related field, or equivalent military experience.
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• 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 in one or more modern programming languages such as Java, C++, Python, JavaScript, .NET, PHP, or Ruby, along with knowledge of data structures and algorithms.
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• Experience working with HTTP and troubleshooting API calls. Effective communication skills in English (written and spoken) within technical and business settings.

Nice-to-haves
• Understanding of distributed computing environments.
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• Exposure to serverless technologies such as Lambda, API Gateway, AWS IoT, or mobile and messaging technologies.
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• Understanding of cloud computing concepts and/or experience with cloud platforms (AWS, Azure, Google Cloud).
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• Experience scripting or developing in languages like UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), or JavaScript.
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• Knowledge of security concepts and best practices for securing application architectures.

Benefits