Employer: Amazon Web Services, Inc.
Position: Support Engineer II-Ext
Location: Dallas, TX

Multiple Positions Available:

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, i Perf, 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. Analyzing 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.

(40 hours / week, 8:00am-5:00pm, Salary Range $113818 - $160000)

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

Basic Qualifications

A Bachelor's degree or foreign equivalent in Networking, Information Technology, Engineering, Computer Science, Mathematics or any related field or related field and 3 years of experience in job offered or a related occupation.

Experience must include:

1. 3 years of experience with system administration and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
2. 3 years of experience with OS administration (boot process, filesystems) and troubleshooting disk space issues, booting issues and OS logs.
3. 3 years of experience with security in Linux (filesystem permissions).

Preferred Qualifications

All applicants must meet all the above listed requirements.

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

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.