Amazon

Support Engineer II-Ext - AMZ23658.6

Amazon$113K — $160K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Master's degree in Networking, Information Technology, Computer Science, Engineering, or related field and 1 year of relevant experience, or a Bachelor's degree with 3 years of experience.
  • Experience with large-scale systems management and troubleshooting, including cloud virtualization and distributed networks.
  • Proficiency in providing support for Linux or Windows Operating Systems.
  • Familiarity with deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec, and IDS/IPS systems.

Responsibilities

  • Provide advanced technical support to customers for critical cloud network and system issues.
  • Document complex troubleshooting cases and create educational content for AWS customers.
  • Configure and navigate complex Linux and Windows systems to resolve issues.
  • Perform advanced network troubleshooting using tools such as TCP/IP, DNS, DHCP, and others.
  • Migrate on-premise environments to AWS Cloud and grow clients' cloud architecture.
  • Analyze support performance metrics to enhance customer service and support improvements.
  • Communicate customer feedback to the service development team for product enhancements.
  • Participate in bug identification and documentation to improve customer experience.

Benefits

  • Working in a dynamic environment with multiple positions available.
  • Collaboration between service development and support teams.
  • Opportunities to create technical content such as tutorials and videos.
  • Role involves engaging with cutting-edge cloud technologies.
Full Job Description
Position: Support Engineer II-Ext - AMZ23658.6

Location: Atlanta, GA

Multiple Positions Available:

1. 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.

2. 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.

3. Navigate and configure complex Linux/Windows systems

and troubleshoot difficult issues.

4. 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.

5. 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.

6. Analyze product and reports on support performance

metrics to measure support success, service performance

and drive customer facing platform improvements.

7. Act as a liaison between service development team and

support engineering team, communicating customer

feedback through tech sync meetings for product and

service improvement.

8. Participate in bug bash events to identify straightforward

bugs and improve documentation to support overall

customer experience.

9. Execute customer code assessments and support

customers in code development to deploy customer

applications on the AWS cloud.

(40 hours / week, 8:00am-5:00pm, Salary Range $113776 - $160000)

BASIC QUALIFICATIONS

Master's degree or foreign equivalent in Networking, Information Technology, Computer Science, Engineering or a related field and 1 year of experience in the job offered or a related

occupation. In alternative, Bachelor's or foreign

equivalent in Networking, Information Technology, Computer Science, Engineering or a related field degree and three years of experience in the job offered or a related occupation.

Experience must include one year of experience in each of the following:

1. Configuring, managing, and troubleshooting largescale systems, including cloud virtualization, distributed networks, and co-location;

2. Providing Linux or Windows Operating System

support;

3. Deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems.

#0000

PREFERRED QUALIFICATIONS

All applicants must meet all the above listed requirements.

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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