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Cloud Support Engineer - DMI, Support Engineering

Amazon Development Centre Kenya Limited - O46

Software & Data

KSh Confidential
3 weeks ago

Job Summary


Job Description/Requirements

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 âCloud Ambassadorâ 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
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 engineers around the world.

Partner 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 customersâ 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.

This role is to be based in Nairobi, Kenya.

A day in the life
First and foremost this is a customer support role â in The Cloud.

On a typical day, a Support Engineer will be primarily responsible for solving customerâs 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.

About the team
The DMS role supports AWS mobile technologies (Connect, Device Farm, Pinpoint, etc.) and Serverless technologies (Lambda, API Gateway, Step functions, etc.). Mobile Services and Serverless Architectures are some of the fastest growing areas of technology and we're excited to help developers innovate and deliver amazing experiences.

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

Nairobi, KEN


Requires minimum of 4 yrs experience in relevant technical position

Administrator skills on Microsoft or Linux (or flavor of Linux/UNIX system)

Excellent knowledge of Networking concepts

Strong command of Developer & Mobile language/Services: Python, Ruby, PHP, Java, .NET, JavaScript, iOS/Objective-C/Swift, Rest API

Experience with Inter-application messaging & queueing, development, version control systems, virtualization.

Experience with web-based applications

Strong understanding of client/server and distributed systems architectures (WebServers)

Excellent verbal and written communication skills

Strong customer focus.

Strong analysis and troubleshooting skills

Motivated and excited to be learning about new technologies every day


Prior working experience with AWS services

Experience with Cloud architecture patterns and distributed computing concepts

Exposure to Mobile application development (iOS / Android)

Exposure to mobile and web application security best practices

Detailed knowledge of networking concepts and tools: DNS, HTTP, SSL, SMTP, TCP, iperf, MTR, traceroute, dig

Exposure to security concepts / methodologies

Experience handling full application stacks from the OS up through custom applications

Experience working with identity providers (i.e. Login with Amazon, Facebook Connect, OpenID, etc.) / OAuth

Experience with push notifications, APNS and GCM

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