Support engineer

Applicants must be Australian citizens and hold or be eligible to obtain an Australian Government Security Clearance with the ability to successfully complete an Organisational Suitability Assessment. For more information regarding security clearances please visit https://www.agsva.gov.au/.

The AWS Region Services team combines AWS global cloud leadership with Australian security expertise to deliver highly secure, scalable environments for sensitive workloads. We're creating innovative ways to use cloud computing, artificial intelligence, and machine learning while maintaining the highest standards of security and operational excellence. The Engineering organisation within Region Services is structured across core capability pillars: Compute & Machine Learning, Security Identity & Compliance, Storage & Databases, and a growing capability domain. Collectively these pillars encompass a team of varying technical skillsets, including Engineers; Technical Program Managers and Subject Matter Experts, organised into focused sub-teams.

This is an opportunity to make a lasting impact on Australia's digital future. You'll work with AWS services, implement innovative solutions, and help customers succeed in their most important missions. We're committed to helping our builders grow through continuous learning, mentoring, and collaboration with industry experts.

• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Interact with engineers and partner with other AWS teams to help reproduce and resolve customer issues.
• Leverage 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 developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.
• Coach/mentor new hires, develop and present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/scripts to help the team, or work with leadership on process improvement and strategic initiatives.

First and foremost this is a Linux technical support role – in the Cloud. On a typical day, a Support Engineer will be primarily responsible for solving internal operational issues, preparing or reviewing operational dashboards, working through our change management system to modify systems, writing new run-books for newly onboarded services, training other new Support Engineers, and using our internal AI systems in problem solving and diagnosis. You will be required to occasionally participate in "on-call" rotations, to resolve incidents occurring out-of-hours.

• 1+ years of technical support experience.
• Experience scripting in modern programming languages.
• Knowledge of networking protocols such as HTTP, DNS and TCP/IP.
• 1+ years of Linux systems administration and/or development experience.

• Experience troubleshooting and debugging technical systems.
• Bachelor's degree, or 1+ years of relevant technical position experience.
• Knowledge of cloud computing concepts and design considerations.
• Experience with networking fundamentals.
• Experience with server, storage, networking, or large-scale distributed systems.

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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.

Company: Amazon Support Services Pty Ltd

Job ID: A10393372