Cloud Support Engineer Iii, Support Engineering

As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.

Key job responsibilities
• You will be primarily responsible for solving customer’s cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.
• You will drive initiatives that improve support-related processes and our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
• You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
• You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
• You will act as interviewer in hiring processes, and coach/mentor new team members.

This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday.

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 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.

We are open to hiring candidates to work out of one of the following locations:

Mexico City, DIF, MEX

Minimum of 6+ years of related professional experience and bachelor’s degree in Engineering/Computer Science/ Mathematics or any related field.
Experience with system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
In-depth understanding and experience with tools, concepts, troubleshooting, and administration within cloud-based environments in one of the following technology domains: Analytics, Big Data, Databases, Deployment/DevOps, Developer and Mobile Services, Storage and Content Delivery, Security, Windows, Linux or Networking.
Experience building complex and large system architectures for a variety of use cases.
Ability to communicate effectively in English (written and spoken) within technical and business settings.