Cloud Support Engineer (Windows)

Job ID: 2652642 | Amazon Web Services New Zealand Limited
Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team 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 mission-critical applications. As a Cloud Support Engineer, 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 group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:

Learn and use groundbreaking technologies.

Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.

Interact with leading engineers around the world.

Partner with Amazon Web Services 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 support-related processes and our customers' technical support experience.

Write tutorials, how-to videos, and other technical articles for the developer community.

Work on critical, highly complex customer problems that may span multiple AWS services.


WHY AWS SUPPORT?

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 customer's 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.

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 hire smart people 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 haven't been exposed to yet.

Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

ROLE DESCRIPTION

BASIC QUALIFICATIONS:
WHAT IS THIS ROLE ABOUT? The Windows role supports our services that focus on identity and access management, compliance and auditing, web applications and more.
- Advanced experience in enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL, SharePoint, Exchange, Windows server, Single Sign On).
- Knowledge of Windows troubleshooting tools (Event viewer, Task manager, WinDbg, Windows Sysinternals, perfmon, WPR/WPA).
- Experience in Networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, or LAN/WAN) Knowledge of Windows troubleshooting tools (WinDbg, Windows Sysinternals, perfmon, WPR/WPA).
- Bachelor's degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position

PREFERRED QUALIFICATIONS:
- Advanced experience in Cloud computing (AWS, Azure, OpenStack).
- Experience with programming/scripting (Batch, Perl, Ruby, VB, PowerShell, Java, C# and/or PHP).
- Experience managing full application stacks from the OS up through custom applications.
- Experience with System Administration with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange).
- Experience with Network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools).
- Knowledge of storage technologies.
- Experience with Cloud services and Cloud deployments.


Want to know what's it like to be a Support Engineer at AWS? Take a look!

https://youtu.be/GC3bWcFFZTo

What if I'm not an expert in all the preferred qualifications listed on the job description? That's okay. That's our preferred list, not a required listed. We hire people who can dive deep so we're more interested in the areas that you do know instead of those you haven't been exposed to yet.

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, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's 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
Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life 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, there's nothing we can't achieve in the cloud.

We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our New Zealand Amazon offices.
BASIC QUALIFICATIONS- Experience in enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, Windows server, Federation).
- Knowledge of Windows troubleshooting tools (Event viewer, Task manager, Windows Sysinternals, perfmon).
- Experience in Networking and troubleshooting (TCP/IP, DNS, routing, firewalls, or LAN/WAN).
PREFERRED QUALIFICATIONS- Experience in Cloud computing (AWS, Azure, OpenStack).
- Experience with scripting (Batch, Bash and/or PowerShell).
- Experience with Network troubleshooting tools (telnet, test-netconnection, tracert, and packet capture tools).
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Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

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