Cloud Support Engineer II

Are you a tech enthusiast who speaks Portuguese and English? Join Latin America's premier AWS engineering team in Mexico and help shape the future of cloud technology

As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.

The Networking role supports and focuses on our Networking services such as Elastic Load Balancing, Cloud Watch, Route 53, VPC (Virtual Private Cloud), VPN, DX, VPC-TGW (Transit Gateway), WAF, Client VPN and Network Firewalls. These services and technologies help our customer's technology implementations and operations for onboarding to cloud networks. Utilizing these networking services customers can foray into exciting cloud frontiers via execution of large and complex migration plans for existing on-premise client environments onto AWS Cloud, leading efforts to drive existing cloud architecture growth through new AWS service subscriptions.

Your day as a Cloud Support Engineer will include, but not be limited to, the following activities:

1. You will be primarily responsible for solving customer's cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.
2. You will drive initiatives that improve support-related processes and our customers' experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
3. You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
4. You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
5. You will act as interviewer in hiring processes, and coach/mentor new team members.
6. PLEASE NOTE: This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday.

- Minimum of 3+ years of related professional experience and bachelor's degree in Engineering/Computer Science/ Mathematics or any related field or equivalent military experience.

- 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).

- Experience with troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related).

- Experience with networking OSI model and protocols such as VLAN, IPSEC, TCP, SSL, DNS and BGP.

- Ability to communicate effectively in English and Portuguese (written and spoken) within technical and business settings.

- Experience managing full application stacks from the OS up through custom applications, following best security practices for network and web application firewall.

- Knowledge or experience with configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.

- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).

- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.

- Knowledge of security concepts/best practices in securing application architectures from external threats.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.