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Cloud Support Engineer (Networking), Cloud Support Engineer
- 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 ground breaking technologies.
- Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs.
- Interact with leading engineers around the world.
- Partner with AWS 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 PREMIUM 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 to ensure better customer experience and compliance with global AWS standards, practices and policies.
- 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.
- Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
- As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.
- The Networking role supports our services that focus on networking technologies, including Route 53, Elastic Load Balancing, VPC. A solid network provides the foundation for all Cloud services. Support engineers may field general guidance questions from customers such as setting up a small website using EC2 up to troubleshooting and reproducing complex performance issues from customers with fleets of thousands of EC2 instances.
We are open to hiring candidates to work out of one of the following locations:
Nairobi, KEN
Basic Qualifications
- 2 to 4 years of relevant experience
- Desired Bachelor’s degree in Information Science/Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field or or equivalent work experience
- Experience troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)
- Good Knowledge of the Media Layer of the OSI Model (Physical, Data Link, and Network) components and troubleshooting.
- Good knowledge of Networking (HTTP,SSL DNS, TCP/IP, IPSEC) and routing protocols (BGP).
Preferred Qualifications
- Experience configuring software-based IPSEC and SSL based VPN solutions.
- Experience configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto etc.
- Experience managing full application stacks from the OS up through custom applications
- Good understanding of security best practices.
- Good understanding of distributed computing environments and methodologies
Technical Operations Manager, 7312 – Staging
- We are seeking an Operations Manager with strong operational and technical leadership skills to manage a team of highly technical support engineers. As a member of the AWS Support team, you will interact with the full breadth of AWS services to deliver the best possible customer experience. You will be surrounded by smart people who are passionate about cloud computing and believe that world-class support is critical to customer success.
- Your team will field technical inquiries from customers who want help using AWS services. You will work directly with AWS engineering teams to ensure that we deliver a high quality, quick resolution customer experience. You will be involved in managing global teams, influencing cross-site collaboration, and forging innovation within your team. In addition, you will drive customer communication during AWS critical events.
- As Operations Manager, you will do much more than manage the operations team. You will be managing a team that builds automation and services that make operating a massive-scale infrastructure simple and easy, and you will own the end-to-end customer experience and channel the requirements to improve the service performance, scalability and reliability.
The ideal candidate will look like this…
- Enjoy being a really great people manager. Building, motivating and mentoring a world-class support engineering team is the most important part of this role. You should have a proven track record of recruiting and retaining top talent and excel in day-to-day people and performance management tasks.
- Have an understanding of Linux, networking & other technologies. The ideal candidate will have past experience working with an infrastructure team. You will also have a strong level of knowledge in Linux, and/or Windows. You will enjoy keeping your technical skills reasonably current, to the point that you can still contribute to architectural discussions. You regularly take part in deep-dive troubleshooting exercises and drive technical root cause analysis of complex issues.
- Have strong project & product management experience. The successful candidate will feel comfortable defining project priorities. This will include helping innovate and invent new value-add services layered on top of our existing services. You will need excellent technical project management skills to deliver product roadmap items as well as other cross-team projects. Experience with Agile methodologies is an advantage.
- Know how to run a tight, lean, efficient operation. The right candidate will want to measure and report everything and be very data driven. He/she will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team.
- Be great fun to work with. The right candidate will love what they do and instinctively know how to make work fun.
Basic Qualifications
- 3+ years of experience managing technical teams with significant personnel management experience and examples of developing engineers and building successful teams.
- Highly technical and analytical; will have a strong focus on operational excellence and quality management.
- Data and metrics driven focus, both qualitative and quantitative.
- Strong analytical background; comfortable in ambiguous situations.
- Strong verbal and written communication skills; able to write strong business proposals
Preferred Qualifications
- Strong business, operations and technical vision. Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions.
- Experience operating mission-critical online services. Experience in an internet operational environment, including multiple data centers and thousands of servers.
- Experience managing IT environments on behalf of customers.
- Experience as a systems administrator or software development engineer. Experience with Web services, systems administration (Linux and/or Windows), Networking, Java, Perl, Ruby and Python.
- The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
- Degree in Computer Science, Engineering, Mathematics or a related field.
Technical Operations Manager, 7312 – Staging
- As a Support Operations Manager, you will provide exceptional leadership & management needs for our growing number of Engineers. You will have a love for technology and operational excellence, to provide our customers with an exceptional experience and service.
Responsibilities
Define and Execute Business Priorities
- You will be a key contributor and owner of the direction for your operations. This includes defining strategic goals for the team. You will be participating in defining, planning, and documenting key projects and initiatives. You will be tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
Team and Performance Management
- You will own all facets of performance and career management for the team. Regular one on one meetings with all team members are required. You will be expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team. You will own and be accountable for the output and performance of your team.
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Operational Excellence
- You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.
Recruiting and Hiring
- You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.
Incident and Escalations Management
- You will be the point of contact for enquiries regarding engagement processes and issues impacting our customers during your team’s coverage. As a member of the Operations management team, you will be expected to participate in managing customer, service and network escalations and related incidents. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.
- You will own accountability to provide our customers with an exceptional support experience and assist customers in their time of need with highly technical and customer focused service.
Basic Qualifications
- The right person will have strong people management experience of 5+ years with a track record of success
- They will be analytical and have experience in leading multiple technical support or operational teams of up to 20 people, in high pressure environments.
- Must have a record of driving projects to improve operations and support-related processes and the right high-level technical support experience.
- Strong verbal and written communication skills, which will be key in driving customer and internal communications.
Preferred Qualifications
- Experience with managing IT environments on behalf of customers.
- Engineering, Computer Science, IT Degree or equivalent experience
- MBA or equivalent experience.
- The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
- Experience in one or more of the following Windows, DevOps, Deployment, Networking, Enterprise Software.