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

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
- 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- 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

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.