Cloud Support Engineer

ABOUT US

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

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

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

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.

Want to know what’s it like to be a Support Engineer at AWS? Take a look

About the team
Sales, Marketing and Global Services (SMGS)
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest-growing small- and mid-market accounts to enterprise-level customers, including the public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services. The Professional Services team is part of Global Services.

About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

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 (gender 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 we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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

Seoul, KOR

BASIC QUALIFICATIONS

- Bachelor’s Degree or above in Engineering in Computer Science, Computer Engineering, Software Engineering, Electrical Engineering, Electronic Engineering, Information Technology, Information Systems, Information Management related majors
- Fluent in Korean
- Excellent oral and written communication skills
- Strong customer focus & Multi-tasking skills
- Self-starter who is excited about technology

PREFERRED QUALIFICATIONS

- Experience working with Hardware Security Models.
- Identity and Access Concepts and technologies to secure production and corporate access, such as: SSO, SAML
- Federated Identity, RBAC, authentication & authorization solution, etc.
- Understanding of secure-cloud configuration, (CloudTrrail, AWS Config, etc), cloud-security technologies (VPC, Security Groups, etc) and cloud-permission systems (IAM).
- Configuration management (e.g., Puppt, Chef, Ansible, CloudFormation, etc).
- Experience with broad array of security technologies, such as NGFW, WAF, SIEM, endpoint security and more.

---