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Cloud Infrastructure Support Specialist
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About the Role:
As a Cloud Support Engineer with Amazon Web Services Mexico S. de R.L. de C.V., you will play a critical role in providing top-notch technical support to our customers. You will be responsible for solving complex customer issues, leveraging advanced troubleshooting techniques to provide tailored solutions and working closely with them to identify root causes.
Your Day-to-Day Responsibilities Will Include:
- Solving customer cases through various contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide customized solutions and collaborating with customers to delve into the root cause of an issue.
- Driving initiatives that improve support-related processes and customer experience, encompassing tutorials, how-to videos, technical articles, training programs, and more.
- Leveraging your customer support expertise to provide constructive feedback to internal AWS teams on service enhancements and addressing critical, highly complex customer problems spanning multiple AWS services.
- Staying up-to-date with groundbreaking technologies and developing new technical skills and professional competencies.
- Participating as an interviewer in hiring processes and mentoring/coaching new team members.
Requirements:
- 1+ years of experience in storage architectures and types, content delivery networks, and email/messaging services.
- Knowledge or experience in system administration, troubleshooting operating systems (Linux and/or Windows) and networking.
- Ability to effectively communicate in English within technical and business settings.
Bonus Requirements:
- Bachelor's degree in Engineering/Computer Science/Mathematics or related field.
- Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming), video compression, and delivery (codecs and containers, streaming protocols).
- Detailed knowledge of storage protocols: iSCSI, NFS, SMB.
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
Estimated Salary: $60,000 - $80,000 per annum, depending on location and experience.
About Us:
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform, driving innovation and growth across industries. Our Global Support team operates on a follow-the-sun model, serving a diverse list of companies and developers leveraging cutting-edge technology. As a key member of our team, you will contribute to shaping the future of cloud infrastructure support.
Work-Life Balance:
We value work-life balance and flexibility, recognizing that each team member has unique needs. We offer adaptable schedules, ensuring that your personal and professional life can thrive. Our supportive environment celebrates knowledge sharing and mentorship, with opportunities for growth and development.
