Cloud Support Engineer, Big Data

Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, 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. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization?

If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success


Key job responsibilities
• First and foremost this is a customer support role – in The Cloud.
• On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
• Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
• Career development: We promote advancement opportunities across the organization to help you meet your career goals.
• Training: We have training programs to help you develop the skills required to be successful in your role. We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
• AWS Support Engineering has 24/7/365 operation model and work schedule will be required to include nights, weekends and holidays.


A day in the life
Every day will bring new and exciting challenges on the job while you:
• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Interact with leading technologists around the world
• Work directly with Amazon Web Services teams to help reproduce and resolve customer issues
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services
• Drive customer communication during critical events
• Drive projects that improve support-related processes and our customers’ technical support experience
• Write tutorials, how-to videos, and other technical articles for the customer community
• Work on critical, highly complex customer problems that may span multiple AWS services


About the team
INCLUSIVE TEAM CULTURE

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

WORK/LIFE BALANCE

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

MENTORSHIP/CAREER GROWTH

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

Basic Qualifications

• Strong Linux/Unix system administrator skills
• Intermediate programming/scripting skills. Ideally in Java or Python, but will consider experience in other Object Oriented and Functional languages
• Understanding of networking principles and ability to troubleshoot (DNS, TCP/IP, HTTP)
• Foundational knowledge of databases and Structured Query Language (SQL)
• Understanding of Virtualization and/or cloud computing
• Good understanding of security best practices
• Exceptional customer focus / Customer service experience
• Good understanding of distributed computing environments and methodologies

Candidates must have excellent oral and written communication skills in Korean and basic writing/reading skills in English

• Flexibility to work weekend shifts

Preferred Qualifications

• Experience in Apache Hadoop, Apache Spark, Apache Hive, and Presto or ETL skills with working
• Experience in DynamoDB or NoSQL technologies like MongoDB or Cassandra
• In depth experience in the Hadoop Ecosystem including Apache Spark and Presto
• Experience in NoSQL
• Experience in data Data Lake architecture and administration
• Experience managing full application stacks from the OS up through custom applications
• Prior work experience with AWS - any or all of EC2, VPC, S3, RDS, EMR, Glue, SageMaker
• Excellent knowledge of Hadoop architecture, administration and support

What if I’m not an expert in all the preferred qualifications listed on the job description? That’s okay. That’s our preferred list, not a required listed. We hire smart people who can dive deep so we’re more interested in the areas that you do know instead of those you haven’t been exposed to yet. Speak to an AWS recruiter and we will be happy to provide you with more information about this role or guide you to the best possible match for your profile and your career interests.

아마존은 구성원의 다양성과 포용적 기업정책 및 조직문화를 만들어 가고 있습니다. 아마존은 공정한 기회를 제공하며, 인종, 국적, 성별, 성별정체성, 성적지향, 나이, 보훈, 장애여부 등 업무수행와 관련없는 다양성을 차별하지 않습니다.
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