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Cloud Support Engineer II - Linux ID-12462

About the position

As a Cloud Support Engineer at AWS, you will leverage various cloud technologies to assist customers in optimizing their use of AWS services. This role involves providing technical support for AWS Compute Technologies, developing subject matter expertise, and collaborating with internal teams to enhance customer experience. You will engage with customers through multiple channels, troubleshoot complex issues, and contribute to process improvements while continuously learning and mentoring new team members.

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Responsibilities

  • Solve customer cases through telephone, email, and web/live chat using advanced troubleshooting techniques.
  • Drive initiatives to improve support-related processes and enhance customer experience, including creating tutorials and technical articles.
  • Provide feedback to internal AWS teams on service improvements based on customer support experience.
  • Work on critical, complex customer problems that may involve multiple AWS services.
  • Continuously learn new technologies and develop professional competencies.
  • Act as an interviewer in hiring processes and mentor new team members.

Requirements

  • Minimum of 3+ years of related professional experience and a bachelor's degree in Engineering, Computer Science, Mathematics, or a related field, or equivalent military experience.
  • Experience with system administration and troubleshooting operating systems (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN).
  • Experience with OS administration, including troubleshooting disk space issues and booting issues.
  • Experience with security in Linux, including filesystem permissions.
  • Ability to communicate effectively in English (written and spoken) in technical and business settings.

Nice-to-haves

  • Understanding of applications such as Apache, NginX, MySQL, and software installation using different package managers.
  • Understanding of 3-tier web applications and the stateful/stateless components.
  • Understanding of cloud computing concepts and/or experience with cloud platforms (AWS, Azure, Google Cloud).
  • Experience scripting or developing in languages such as UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
  • Knowledge of security concepts and best practices for securing application architectures from external threats.

Benefits

  • Flexible work hours and arrangements to support work-life balance.
  • Ongoing mentorship and career advancement resources.
  • Employee-led affinity groups promoting a culture of inclusion.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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