Cloud Support Engineer - MCD

AWS Kenya Limited

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