Cloud Support Engineer (Networking)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. Amazon Web Services is the global market leader and technology forerunner in the Cloud business.

As a Cloud Support Engineer (Networking) on the AWS Support team, you will:

• Act as a 'Cloud Ambassador' across all cloud products
• Use the latest cloud computing technologies
• Apply advanced troubleshooting techniques to provide unique solutions to customers' needs
• Interact with leading engineers worldwide
• Partner with Amazon teams in India to reproduce and resolve customer issues
• Provide feedback to internal teams on improving services
• Drive customer communication during critical events
• Lead projects to improve support processes and customer experience
• Create technical content for the developer community
• Work on complex customer problems spanning multiple AWS services

Key responsibilities include:

• Learning and using groundbreaking technologies
• Troubleshooting networking issues using various tools
• Applying knowledge of networking protocols and OSI model
• Writing tutorials, how-to videos, and technical articles
• Driving projects to improve support processes

AWS values diverse experiences and fosters an inclusive team culture. They offer mentorship, career growth opportunities, and strive for work-life harmony.

Required Qualifications:

• Bachelor's degree OR equivalent experience in a technical position (minimum 2+ years)
• Experience troubleshooting networking issues using tools like traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark
• Good knowledge of OSI Model layers and networking protocols

Preferred Qualifications:

• Experience with network devices (Cisco, Juniper, Fortinet, etc.)
• Knowledge of VLANs and ARP troubleshooting
• Experience with BGP routing protocol
• Understanding of security best practices and distributed computing environments