• Cloud Support Engineer - (Windows) Amazon Web Services

    Location IE-DUBLIN-Dublin
    Posted Date 1 year ago(02/10/2017 14:39)
    Job ID
    Amazon Web Services Ireland Limited
    Company/Location (search) : Country (Full Name)
  • Job Description

    Amazon.com has built a reputation for excellence with most recent examples being named #5 most admired company in the US, #2 most innovative, and # 1 in Customer Service. Amazon’s technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.

    Are you someone that thrives in a dynamic, fast-paced environment? Are you strong technically and want to mentor others? Do you like to dive deep into problems and are willing to train others on how to do it as well? Are you excited about learning a new feature or product and being the one to help define the training for the team? Are you someone that can drive improvements across a global organization to ensure customers receive world class support? If so, you may be what we’re looking for! AWS Support - Technical Lead is a technical coach and mentor within the AWS Support organization. Responsibilities include, but are not limited to the following:
    • Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes
    • Identify and address knowledge gaps, ensure common understanding across the team; Streamline cross-site processes and procedures
    • Own and drive various aspects of quality assurance from technical support team perspective
    • Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
    • Analyze previous customer cases to identify trends and customer pain-points to drive improvements
    • Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed
    • Partner with our internal Training team to provide input on new service offerings, features, mentoring, and define general technical needs of the team
    • Train new hires and team to ensure they have the right knowledge to help our customers
    • Assist with team coordination and customer communications during AWS critical launches and support events
    • Assist team with handling customer contact (case/chat/phone) as needed
    • Act as key member of the hiring team that hires and develops the best
    • Act as an escalation point within our team

    Basic Qualifications

    • Relevant work experience in Enterprise Systems administration - Windows Server
    • Strong written and spoken English language skills
    • A very strong customer focus
    • Ability to juggle many tasks and projects in a fast-moving environment
    • Be a self-starter who is excited about technology.

    Preferred Qualifications

    • Support / Troubleshooting experience
    • Experience in Networking (DNS, IPsec, BGP, VPN, Load Balancing)
    • Experience in Database Administration (Oracle, SQL, MySQL)
    • Experience in Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
    • Understanding of Virtualization Technologies
    • Understanding of Cloud services
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