Cloud Support Engineer - Media, AWS Elemental, AWS Support Engineering

In this role, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. Our customers include small and large enterprise customers and includes on-premises, and cloud based workflows. You will be responsible for issue investigation, identifying software defects, in-depth and complex repro cases across multiple products and services, workarounds and researching innovative or unfamiliar technologies. This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required. As an engineer on the team, there are additional expectations of leadership and expertise in multiple disciplines.

Key job responsibilities

• Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact.
• Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations while working independently.
• Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution.
• Develop and implement the most complex repro cases to identify potential software defects, misconfigurations or issues in customer environments.
• Use case management tools to manage and prioritize issues based on multiple factors including customer impact.
• Act as a role model to other support engineers, leading discussions, proactively solving issues and identifying and removing blockers for the entire team.
• Develop training material and documentation for both internal and customer-facing user community portals.
• Deliver field support services to customers, including product troubleshooting, as well as basic implementation and ad hoc training services.
• Standard working hours as part of global 24x7 on-call rotation for post-sale customer support.

A day in the life

• Deliver exceptional customer service by owning customer issues raised via case portals, emails or calls.
• Empower customers by creating technical knowledge and training articles.
• Provide deep technical knowledge reproducing and analysing media workflows.
• Build meaningful relationships with customers and operators, via calls and case management.
• Advocate for customer needs by acting as the Voice of the Customer, using knowledge to influence product design and strategy.

About the team

AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. As a member of our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model. You will be assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications.

Minimum Requirements

• Bachelor's degree in computer science or equivalent, or experience in technical support.
• Experience working in enterprise-level technical/customer support.
• Experience with Linux operating systems, particularly with networking and system administration.
• Experience with LAN configuration, Internet protocols, server applications and related troubleshooting tools.
• Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies.
• Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and/or file based workflows.
• Experience with Cloud Computing, especially Amazon Web Services; excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance.
• Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.).
• Ability to effectively gauge customer impact and temperature to prioritize issue investigation.

AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery and we are looking for a Technical Support Engineer to join our Global Technical Support Team. Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We're continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.