Support Engineer II-Ext - AMZ

Description

MULTIPLE POSITIONS AVAILABLE

Employer: AMAZON WEB SERVICES, INC.

Position: Support Engineer II-Ext

Job Location: Herndon, Virginia

Job Number: AMZ
9442086

Provide advanced remote technical support to customers by responding to difficult technical inquiries related to large and production critical issues to propose solutions to and/or resolve root causes of cloud network and/or system issues. Lead and oversee documenting all varieties of corner case scenarios and troubleshooting of workflows in AWS internal knowledge databases, and create tutorials, how-to videos and other technical materials for the AWS customer community.

Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues. Apply advanced knowledge of information science and technology to perform difficult network troubleshooting of Amazon services using tools and technologies, including TCP/IP, DNS, DHCP, routing, switching, LAN/WAN, traceroute commands, iPerf, dig commands, and/or cURL. Execute migrations of existing on‑premise environments to AWS Cloud, grow clients' existing cloud architecture by onboarding them onto new AWS services and provide maintenance support by providing complex technical assistance.

Analyze product and reports on support performance metrics to measure support success, service performance and drive customer‑facing platform improvements. Acts as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement. Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience.

Execute customer code assessments and support customers in code development to deploy customer applications on the AWS cloud.

Bachelor's degree or foreign equivalent degree in Networking, Information Technology, Computer Science, or a related field and one year of experience in the job offered or a related occupation. Employer will accept three years of experience in the job offered or a related occupation as equivalent to the Bachelor's degree and one year of experience. Must have one year of experience in the following skills: (1) either (a) providing Linux or Windows operating system support;

or (b) deploying and troubleshooting LAN, VPN, Firewalls, DNS and TCP/IP, IPsec, and IDS/IPS systems; and (2) either (a) S/W programming, including REST API or (b) using Dev Ops technologies, including CI/CD (Continuous Integration/Continuous Deployment), Containerization orchestration, and configuration management tools.

Please see job description and the position requirements above.

is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

40 hours / week, 8:00am-5:00pm, Salary Range $104,083/year to $160,000/year.

Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, visit:

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 (Use the "Apply for this Job" box below). for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.