Amazon Web Services (AWS)
Cloud Support Engineer - Media, AWS Elemental, AWS Support Engineering
Our mission is to be Earth's most customer-centric company. This is what unites Amazonians across teams and geographies as we are all striving to delight our customers and make their lives easier, one innovative product, service, and idea at a time.
Software engineering
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Amazon Web Services (AWS)
AWS is where innovation, risks, and ideas are celebrated. We are builders, we try new things, and imagine big dreams. It is still Day 1 for us, and we are looking for curious and passionate people to expand our diverse teams of thinkers, testers, and doers.
About the role
DESCRIPTION
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.
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 In this role, you will: 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
BASIC QUALIFICATIONS
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience - 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
PREFERRED QUALIFICATIONS
- 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
What you'll be responsible for
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Stakeholder Engagement
Partner with stakeholders to understand specifications, business requirements, and communicate insights
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Scripting and Automation
Develop scripts and automated workflows to improve the efficiency and accuracy of repeated tasks
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Test Automation
Create and implement code tests and software test automation
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Numerical problem solving
Works with numerical information and performs mathematical calculations to solve problems
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Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
Meet the team
