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13 Jul 2016

Full-Time Cloud Support Associate

Amazon Web Services – Posted by jomiller Dallas, Texas, United States

Job Description

Cloud Support Associate (CSA Level 4)

This role description summarizes what is expected of you as a Cloud Support Associate (CSA Level 4) and outlines the capabilities that you must demonstrate to advance to the Cloud Support Engineer (CSE Level 4) level.

2.1 What you do…

  • You manage cases through to resolution or escalation using existing documentation, procedures and tools.
  • You provide detailed data and communications within cases and tend to over document and over communicate.
  • You work on support projects that require a limited scope or are well documented.
  • You interface with other teams to resolve cases and complete projects.
  • You interpret service metrics using scripts and or documentation.
  • You become very familiar with the use of monitoring dashboards and applications and use them to determine service issues.
  • You communicate professionally with your team and other teams in the Support Organization, knowing when to contribute and when to listen.
  • Your work is accurate and thorough and you strive towards excellence.

2.2 Technical

You have industry-leading technical abilities and demonstrate a depth of knowledge in one of the following discipline tracks:

  1. Linux Track (Standard):
    1. Work at the Linux command line
    2. Perform basic maintenance tasks such as help users, add users to a larger system, perform backups, perform restores, perform shutdown and reboot activities
    3. Install and configure a workstation and or server and connect it to a LAN and or the Internet
    4. Understand the basic structure of the Operating System and how to navigate services, file structures, etc.
    5. Basic understanding of the network stack and how to review and change the TCP/IP settings
    6. Knowledge of common troubleshooting tools (ping, dig, ifconfig, curl, traceroute, etc.)
  2. Windows Track (Standard):
    1. Perform basic tasks at the Windows command prompt
    2. Perform easy maintenance tasks: help users, add users to a larger system, backup and restore, shutdown and reboot
    3. Install and configure a workstation and or server connect it to a LAN and or the Internet
    4. Understand the basic structure of the Operating System and how to navigate services, file structures, etc.
    5. Basic understanding of the network stack and how to review and change the TCP/IP settings
    6. Knowledge of common troubleshooting tools (ping, nslookup, ipconfig, telnet, tracert, etc.).
  3. Networking Track (Standard):
    1. Perform basic tasks at the cli and or GUI in setting up a small network
    2. Troubleshoot simple networking problems
    3. Basic understanding of TCP/IP stack and OSI model
    4. Be able to connect an individual PC and or server to a LAN and or the Internet
    5. Knowledge of common troubleshooting tools (ping, ipconfig, telnet, etc.)
  4. Database Track:
    1. Comfortable installing and setting up a basic database installation
    2. Can configure 3rd party applications to connect to and use a database
    3. Basic understanding of queries
    4. Basic understanding of data structures and schemas
    5. Basic understanding of database fundamentals
    6. Able to troubleshoot basic issues using appropriate tools
    7. Experience doing basic optimization of database setup (choosing correct scale etc.)
  5. Development Track:
    1. Understands basics of command line environments
    2. Able to read and write basic shell, Perl, PowerShell, or batch scripts and run them
    3. Able to read and make modifications to an existing script in another scripting language (Ruby, PHP, Python, C#, VB, etc.)
    4. Experienced with task scheduling
    5. Understands and can use stdin, stdout and redirection operators from command line
    6. Know how to background, foreground and renice tasks
    7. Can debug simple script errors and correct them
    8. Understands agile methodology concepts

2.3 Advancing to Cloud Support Engineer (CSE Level 4)…

You will be considered for promotion to Cloud Support Engineer (CSE Level 4) if you have consistently demonstrated most or all of the following:

  • Your technical knowledge has significantly increased in breadth and depth since you started as a Cloud Support Associate (CSA Level 4) and you’ve also become more effective at applying it. Your new knowledge has benefited the team.
  • You routinely contribute to support documentation as both an author and reviewer.
  • Customers and peers regularly praise your effort, completeness and troubleshooting.
  • You have a thorough understanding of Amazon monitoring dashboards, services and the tools used to support them.
  • You have a good knowledge of the work and objectives of teams across the Support Organization and of Amazon’s business objectives.
  • You confidently and competently impart knowledge to users, customers and other team members.
  • You have established good working relationships with relevant personnel across the Support Organization and or others.
  • You adapt much more quickly to new technologies and products than when you started as a Cloud Support Associate (CSA Level 4).
  • You recognize discordant views and take part in constructive dialogue to resolve them.
  • You have a solid understanding of Operating System administration, distributed networks, application deployment and or database administration.
  • You show a strong ability to troubleshoot documented issues and routinely go beyond the documentation to identify resolution.
  • You have a proven track record of solving customer cases while maintaining a strong CCR average (4.5+).
  • Technical depth has grown from basic understanding to intermediate level in multiple technology areas.
  • You are actively working chat, phone, email and GNC cases.

 

How to Apply

If you are interested in applying, please contact Jonathan Miller at jonatmi@amazon.com or 469-587-6585. Also please take the time to take the below challenge. A good score could bypass the phone screen and go straight to a face to face interview. Take the AWS Windows Challenge:  http://hr.gs/windowshackerrank Take the AWS Linux Challenge:  http://hr.gs/linuxhackerrank

Job Categories: Amazon Web Services and Cloud Jobs. Job Types: Full-Time.

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