Cloud Support Engineer (Networking), Cloud Support Engineer at Amazon

• If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?
Every day will bring new and exciting challenges on the job while you:

• Learn and use ground breaking technologies.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs.
• Interact with leading engineers around the world.
• Partner with AWS teams to help reproduce and resolve customer issues.
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
• Drive customer communication during critical events.
• Drive projects that improve support-related processes and our customers’ technical support experience.
• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.

WHY AWS PREMIUM SUPPORT?

• First and foremost this is a customer support role – in The Cloud.
• On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
• Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives to ensure better customer experience and compliance with global AWS standards, practices and policies.
• Career development: We promote advancement opportunities across the organization to help you meet your career goals.
• Training: We have training programs to help you develop the skills required to be successful in your role.
• We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
• As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.
• The Networking role supports our services that focus on networking technologies, including Route 53, Elastic Load Balancing, VPC. A solid network provides the foundation for all Cloud services. Support engineers may field general guidance questions from customers such as setting up a small website using EC2 up to troubleshooting and reproducing complex performance issues from customers with fleets of thousands of EC2 instances.

We are open to hiring candidates to work out of one of the following locations:
Nairobi, KEN
Basic Qualifications

• 2 to 4 years of relevant experience
• Desired Bachelor’s degree in Information Science/Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field or or equivalent work experience
• Experience troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)
• Good Knowledge of the Media Layer of the OSI Model (Physical, Data Link, and Network) components and troubleshooting.
• Good knowledge of Networking (HTTP,SSL DNS, TCP/IP, IPSEC) and routing protocols (BGP).

Preferred Qualifications

• Experience configuring software-based IPSEC and SSL based VPN solutions.
• Experience configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto etc.
• Experience managing full application stacks from the OS up through custom applications
• Good understanding of security best practices.
• Good understanding of distributed computing environments and methodologies