As a Cloud Support Engineer, you will work on a variety of customer-facing technical issues related to AWS services, particularly CloudFront, AWS Elemental Media Services, and related content delivery and media processing technologies. This is a customer-facing technical support role where you'll interact with AWS customers to solve their most complex problems.

Key Responsibilities

1. Troubleshoot Complex Issues. Apply advanced troubleshooting techniques to resolve customer issues related to AWS services, including content delivery, streaming, and media processing.
2. Collaborate with AWS Teams. Partner with AWS engineers and teams to reproduce and resolve customer issues, providing insights and feedback to improve services.
3. Customer Communication. Provide clear, concise, and timely updates to customers during critical issues or events, ensuring a positive experience and timely resolution.
4. Develop Support Content. Write tutorials, how-to videos, and technical articles for the AWS community, sharing knowledge and best practices.
5. Drive Continuous Improvement. Work on projects that improve the support process, enhance the technical support experience, and contribute to internal AWS knowledge-sharing efforts.
6. Customer Support. Provide support to customers via multiple channels (phone, email, live chat), working to deeply understand issues and identify root causes.

Basic Qualifications

1. Education. Bachelor’s degree or equivalent experience in a technical field.
2. Experience. Minimum 2+ years of experience in a technical support or relevant technical role.

Technical Skills

• Strong understanding of networking protocols (DNS, HTTP, SSL, SFTP, TCP, UDP).
• Experience with web-based services and applications (Apache, Tomcat).
• Familiarity with Unix/Linux or Windows system administration.
• Knowledge of storage technologies, including filesystem, block storage, and object storage.
• Understanding of email services, SMTP, and backup/DR strategies.

Preferred Qualifications

1. Media & Content Delivery Expertise. Understanding of Content Delivery Networks (CDN), network troubleshooting tools (iperf, MTR, traceroute), and experience with video streaming technologies (H264, MP4, HLS, DASH).
2. AWS Services. Experience with AWS services like CloudFront, AWS Elemental Media Services, Simple Email Service, and cloud architectures.
3. API Experience. Familiarity with REST API-based services and cloud architecture patterns.
4. Security Knowledge. Exposure to OS and network security concepts.
5. Strong Communication Skills. Excellent written and verbal communication skills for customer interactions and documentation.

Additional Information

1. Shift Work. AWS operates on a 24/7/365 support model, and shift work will be required in the afternoon (1 PM to 10 PM IST).
2. Global Exposure. Work on a variety of customer-facing issues that span multiple AWS services, providing you with opportunities to interact with leading engineers and technology teams across the globe.
3. Work-Life Balance. AWS supports flexibility in working hours and strives for work-life harmony for all employees.

Our Culture. At AWS, we believe in building a culture where everyone is encouraged to learn, grow, and embrace their uniqueness. Our employee-led affinity groups foster inclusion and help create a supportive work environment. We encourage applications from candidates with diverse experiences, and we are committed to promoting gender diversity, race equality, and inclusion through various programs like AmazeCon and Conversations on Race and Ethnicity (CORE).

How to Apply. Interested candidates can apply directly through the AWS career portal or reach out to the recruitment team for more information. Be sure to highlight your relevant experience, technical expertise, and passion for customer support.