Cloud Support Engineer - MCD
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuously innovating.
Kenyatta Hospital, Nairobi, Kenya
Cloud
Mid-Level Software Engineer
Hybrid
5,000+ Employees
2+ years of experience
Enterprise SaaS
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Description For Cloud Support Engineer - MCD
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. As a Cloud Support Engineer for MCD (Media and Content Delivery), you will:
- Solve customer cases through various contact channels (telephone, email, web/live chat)
- Apply advanced troubleshooting techniques to provide tailored solutions
- Dive deep into the root cause of issues
- Drive initiatives to improve support-related processes and customer experience
- Provide feedback to internal AWS teams on service improvements
- Work on complex customer problems spanning multiple AWS services
- Continuously learn groundbreaking technologies and develop new technical skills
- Act as an interviewer in hiring processes and mentor new team members
You will support services focusing on distributed cloud infrastructure, including:
- Data and Storage (AWS S3, Snowball, AWS Transfer for SFTP, Datasync, AWS Backup, Amazon EFS, File Cache, Storage Gateway, Glacier)
- Content delivery (CloudFront, Simple Email Service)
- Media and Streaming technologies (AWS Elemental Media Services, Kinesis Video Streams, Interactive Video Service, Elastic Transcoder)
The role requires flexibility to work 5 days a week (occasionally on weekends) on a rotational basis, with schedules potentially aligning to Sunday-Thursday, Tuesday-Saturday, or Monday-Friday.
AWS values diversity and is committed to creating an inclusive culture that empowers employees to deliver the best results for customers.
Last updated 6 months ago
Responsibilities For Cloud Support Engineer - MCD
- Solve customer cases through various contact channels (telephone, email, web/live chat)
- Apply advanced troubleshooting techniques to provide tailored solutions
- Drive initiatives to improve support-related processes and customer experience
- Provide feedback to internal AWS teams on service improvements
- Work on complex customer problems spanning multiple AWS services
- Continuously learn new technologies and develop technical skills
- Act as an interviewer in hiring processes and mentor new team members
Requirements For Cloud Support Engineer - MCD
Linux
Python
Ruby
Java
JavaScript
- 2 to 4 years of relevant Technical support experience
- Understanding of networking protocols: DNS, HTTP, SSL, TCP and UDP
- Unix/Linux or Windows system administration skills
- Knowledge of client/server and distributed systems architectures
- Knowledge of Simple Email Service (SES), AWS CloudFront or Media Streaming and Content Services
- Experience operating and troubleshooting email services using SMTP protocol
- High School Diploma as a minimum
Benefits For Cloud Support Engineer - MCD
- Ongoing events and learning experiences
- Knowledge-sharing and mentorship opportunities
- Career advancement resources
- Work-life harmony
- Flexibility in working culture
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