Cloud Support Engineer I

hace 1 semana

Ciudad de México, Ciudad de México Amazon Web Services Mexico S. de R.L. de C.V. A tiempo completo

Cloud Support Engineer

As a Cloud Support Engineer, you will have the opportunity to rapidly learn and utilize a variety of cloud technologies to assist our clients in achieving success.

You will serve as the Cloud Ambassador for AWS products, equipping our customers with the necessary tools and strategies to expand their reach in global markets.

This position is focused on services related to Infrastructure Automation/Governance, Configuration Management, and Containerization.

Infrastructure Automation covers services like AWS CloudFormation, Cloud Development Kit (CDK), Configuration Management, and AWS OpsWorks, which oversees instances of Chef and Puppet.

Streamline, enhance development, and release processes using CodeSuites, Elastic Beanstalk, AWS Service Catalog, and Control Tower for Governance.

Tasks involve setting up, deploying, and resolving issues with containerization technologies, including container networking on Docker, Elastic Container Service, and Elastic Kubernetes Service.


The AWS Sales, Marketing, and Global Services (SMGS) segment serves the largest and fastest-growing small to mid-market accounts, as well as enterprise customers and public sector organizations.

The AWS Global Support team engages with leading businesses and recognizes the importance of top-notch support for customer achievement.

AWS Support collaborates with a worldwide customer base creating crucial applications using AWS services.

Key Responsibilities:
Your responsibilities as a Cloud Support Engineer will encompass the following activities:

  • Solve customer cases via various channels (phone, email, web/live chat) by employing advanced troubleshooting techniques to deliver customized solutions and investigating the root cause of issues.
  • Lead efforts to enhance support processes and customer experience, such as creating tutorials, how-to videos, technical articles, and conducting training sessions.
  • Utilize customer support insights to provide feedback to internal AWS teams for service enhancement, and handle critical, intricate customer issues that may involve multiple AWS services.
  • Stay updated on cutting-edge technologies, develop new technical skills, and enhance other professional competencies.
  • Take part in the recruitment process through interviews and mentorship/coaching of new team members.
This role involves working 5 days a week (occasionally weekends) on a rotational schedule. Working days may span from Sunday - Thursday, Tuesday – Saturday, or Monday - Friday.

About the Team

AWS Support Engineering is a global, customer-facing organization that delivers technical support to customers and internal teams.

As part of the team, you will be at the forefront of innovative technology, following a follow-the-sun model.

You will aid a diverse range of companies and developers leveraging an expanding array of services and features to run their critical applications.

Why Choose AWS?
Amazon Web Services (AWS) stands out as the most comprehensive and widely adopted cloud platform globally.

By pioneering cloud computing and continually innovating, we have earned the trust of customers ranging from successful startups to Fortune 500 companies, who rely on our extensive suite of products and services to drive their businesses.

Inclusive Team Environment
At AWS, we celebrate diversity. We are dedicated to nurturing a culture of inclusivity. We boast over thirteen employee-led affinity groups, reaching more than 90,000 employees through hundreds of chapters globally.

Our inventive benefits and ongoing educational opportunities, such as our CORE and AmazeCon conferences, demonstrate our commitment to nurturing diversity.

Amazon's inclusive culture is reinforced by our 16 Leadership Principles, encouraging team members to seek diverse perspectives, stay engaged in learning, and earn trust.

Work/Life Harmony
Our team prioritizes work-life balance.

It's not just about the hours spent at work or home, but about establishing a rhythm that brings vitality to both aspects of your life.

We believe that striking the right equilibrium between personal and professional life is vital for long-term happiness and satisfaction.

We offer flexible work hours and encourage you to discover your unique balance between work and personal commitments.

Mentorship & Career Advancement
Our team is committed to supporting new members.

We have a mix of experience levels and tenures, fostering an environment that values knowledge sharing and mentorship.

Senior team members engage in one-on-one mentorship and considerate code reviews.

We are invested in your career progression, assigning projects that facilitate each team member's growth as a well-rounded Amazonian, preparing them for more complex challenges ahead.

We are considering candidates for positions in:

Mexico City, DIF, MEX

BASIC QUALIFICATIONS

  • Minimum 1 year experience with application deployment pipelines, Docker, Kubernetes, and/or managing two or more of the following: DevOps/Deployment/Container Orchestration Management/Configuration Management.
  • Familiarity with system administration and troubleshooting of Linux and/or Windows operating systems, as well as networking.
  • Proficient in English communication (written and verbal) in technical and business contexts.
PREFERRED QUALIFICATIONS

  • Bachelor's degree in Engineering/Computer Science/Mathematics or a related field.
  • Understanding of the full deployment lifecycle (design, build, test, deploy) and deployment techniques like Blue/Green, Rolling Deployments.
  • Experience with hypervisor/virtualization, Infrastructure as code systems (CloudFormation, Terraform).
  • Knowledge of cloud computing principles and/or practical experience with cloud platforms (AWS, Azure, Google Cloud).
  • Proficiency in scripting or development with languages such as UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.

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