Cloud Support Engineer II (Networking)
Description For Cloud Support Engineer II (Networking)
AWS Support Engineering team (formerly Premium Support) is seeking a Cloud Support Engineer (Networking) to provide technical assistance to customers utilizing AWS cloud services. This role focuses on helping customers innovate through technical support while continuously learning from various use cases. The position involves working with networking-related services including network foundation, edge networking, hybrid connections, and network security.
The Support Engineering team provides 24/7 Japanese technical support through web forms, phone, and chat. With support centers across different time zones, there's no need for night shifts. The team structure allows for proper handoffs between regions, promoting work-life harmony.
As a Cloud Support Engineer II (Networking), you'll be part of a team handling over 200 services divided into 10 technical areas (profiles). This position specifically deals with networking-related services and requires experienced engineers who can:
- Master and utilize the latest AWS technologies
- Collaborate with AWS architects and service teams to improve services based on customer support experience
- Facilitate customer communication during critical events
- Lead support process improvement projects
- Create tutorials and technical content for the developer community
- Communicate with leading engineers worldwide
The role offers unique opportunities including:
- Access to cloud infrastructure internals (including source code)
- Freedom to use AWS services
- Leverage diverse experience and knowledge
- Growth through interaction with global engineering talent
- Supportive team environment
- Good work-life balance
- Direct customer appreciation
Technical skills in networking and related areas are crucial for advanced troubleshooting. The role requires strong communication skills to understand customer needs and provide accurate solutions. While Japanese support is primary, English reading and writing skills are necessary for collaboration with global teams and development groups.
The position offers flexible location choice between Tokyo and Osaka, with working hours between 7:00-21:00 on a rotating schedule including weekends. Join us in contributing to the cloud computing revolution while developing your career in a supportive, innovative environment.
Responsibilities For Cloud Support Engineer II (Networking)
- Provide technical support for AWS cloud services with focus on networking
- Troubleshoot and resolve customer technical issues
- Collaborate with AWS architects and service teams to improve AWS services
- Create technical documentation and tutorials
- Handle customer communications during critical events
- Drive support process improvements
- Work with global engineering teams
Requirements For Cloud Support Engineer II (Networking)
- 3+ years of engineering experience
- Basic knowledge of operating systems (Linux/Windows)
- Experience in network infrastructure and L7 network equipment design/implementation/operations (DNS, TCP/IP, SSL, DHCP, Load Balancing)
- Ability to lead in technical areas and share knowledge with team
- Excellent Japanese communication skills (verbal and written)
- Ability to handle multiple concurrent tasks
- English communication skills (reading and writing)
- Ability to work 8-hour shifts between 7:00-21:00, including weekend rotations
Benefits For Cloud Support Engineer II (Networking)
- Flexible work hours
- Work-life balance
- Learning and development opportunities
- Global team collaboration
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