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Cloud Support Engineer - Media, AWS Elemental ID-10938

AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery and we are looking for a Technical Support Engineer to join our Global Technical Support Team.

In this role, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. Our customers include small and large enterprise customers and includes on-premises, and cloud based workflows. You will be responsible for issue investigation, identifying software defects, in-depth and complex repro cases across multiple products and services, workarounds and researching innovative or unfamiliar technologies. This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required. As an engineer on the team, there are additional expectations of leadership and expertise in multiple disciplines.

Key job responsibilities

In This Role, You Will

Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact.

Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations while working independently

Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution

Develop and implement the most complex repro cases to identify potential software defects, misconfigurations or issues in customer environments

Use case management tools to manage and prioritize issues based on multiple factors including customer impact
Customer Support, $40/hr, Remote, Part-Time, No Degree Remote Virtual Assistant, $40/hr, Evening, Part-Time Job Virtual Assistant, $42/hr, Remote, Weekend, No Degree Remote Phone Job, $42/hr, Part-Time, College Student Friendly Data Entry, $45/hr, Remote, Night Shift, College Student Job Remote Data Entry, $50/hr, No Experience, Evening/Night Job Remote Customer Support, $40/hr, Night Job, No Experience Phone Support, $40/hr, Remote, No Experience, Evening Job Phone Support, Remote, $35/hr, No Experience, Part-Time Virtual Assistant, $40/hr, Remote, No Degree, Night Job Phone Support, $40/hr, Remote, No Experience, Evening Job Phone Support, Remote, $35/hr, No Experience, Night Shift Phone Support, Remote, $35/hr, No Experience, Night Shift Customer Support, $35/hr, Night Job, Remote, No Experience Remote Moderator, $40/hr, Weekend, No Degree, Part-Time Data Entry, $40/hr, Remote, Night Job, No Degree Remote Moderator, $42/hr, College Student, Weekend Job Virtual Assistant, $40/hr, Weekend, College Student, Remote Remote Data Entry, $42/hr, Evening/Night Job, No Experience Remote Phone Job, $40/hr, No Degree, College Student Friendly Remote Phone Job, $42/hr, Night Shift, College Student Friendly Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time Weekend Data Entry, $40/hr, Remote, No Experience Live Chat Support, $40/hr, Weekend, Remote, College Student Customer Support, $50/hr, Night Job, Remote, No Experience Live Chat Support, $40/hr, Weekend, Remote, No Degree Remote Moderator, $42/hr, Part-Time, Weekend, No Degree Phone Support, Remote, $35/hr, No Experience, Part-Time Remote Phone Job, $35/hr, College Student, Night Shift Phone Support, Remote, $35/hr, No Experience, Night Shift Weekend Data Entry, $40/hr, Remote, No Experience Virtual Assistant, $35/hr, Part-Time, Remote, Weekend Job Customer Support, $42/hr, Remote, Part-Time, No Degree Phone Support, Remote, $35/hr, No Experience, Night Shift Virtual Assistant, No Degree, $45/hr, Remote, Part-Time Entry-Level Remote Data Entry, $50/hr, Evening Job Remote Moderator, $35/hr, No Degree, Weekend, Part-Time Remote Moderator, $42/hr, Weekend, No Experience Required Phone Support, $35/hr, Weekend, Remote, No Experience Data Entry, $40/hr, Remote, Night Job, No Degree Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Remote Moderator, $40/hr, No Degree, Weekend Job, Part-Time Virtual Assistant, $50/hr, Evening, Remote, College Student Entry-Level Remote Data Entry, $50/hr, Evening Job Remote Moderator, $40/hr, Part-Time, Weekend, No Degree Data Entry, No Experience, $35/hr, Remote, College Student Remote Phone Job, $40/hr, Part-Time, No Degree Required Remote Phone Job, $35/hr, College Student, Night Shift Data Entry, No Experience, $35/hr, Remote, College Student Phone Support, $35/hr, Weekend, Remote, No Experience Live Chat Support, $40/hr, Part-Time, Remote, No Degree Customer Support, $42/hr, Remote, Part-Time, No Degree Virtual Assistant, $40/hr, No Experience, Remote, Night Job Remote Phone Job, $42/hr, Part-Time, No Experience Required Customer Support, $42/hr, Weekend Job, Remote, No Degree Remote Customer Support, $40/hr, No Experience, Part-Time Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time Virtual Assistant, $35/hr, Remote, Part-Time, Evening Job Virtual Assistant, $45/hr, Remote, No Experience, Night Job Virtual Assistant, $35/hr, Remote, Part-Time, Evening Job Remote Data Entry, $45/hr, No Degree, Night Shift Data Entry, No Experience, $35/hr, Remote, College Student Remote Moderator, $42/hr, Part-Time, Weekend, No Degree Remote Customer Support, $40/hr, Part-Time, College Student Data Entry, $40/hr, No Experience, Remote, Weekend Job Remote Customer Support, $45/hr, No Experience, Part-Time Data Entry, No Experience, $50/hr, Remote, College Student Phone Job, $40/hr, Remote, Night Shift, No Degree Remote Moderator, $40/hr, College Student Friendly, Part-Time Remote Moderator, $50/hr, No Degree, Weekend, Part-Time Remote Moderator, $40/hr, Weekend, No Degree, Part-Time Remote Customer Support, $50/hr, Night Shift, No Degree Remote Customer Support, $42/hr, Weekend, No Experience Remote Data Entry, $45/hr, No Degree, Weekend, Night Job Entry-Level Remote Data Entry, $35/hr, Evening Job Customer Support, $40/hr, Weekend Job, Remote, No Degree Remote Phone Job, $40/hr, Part-Time, No Degree Required Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend Remote Live Chat, $35/hr, College Student, No Experience Remote Customer Support, $40/hr, No Degree, Evening Job Virtual Assistant, No Degree, $40/hr, Remote, Part-Time Remote Live Chat, $45/hr, College Student, No Experience Phone Job, $40/hr, Remote, Night Shift, No Degree Data Entry, $35/hr, Night Job, No Degree, Remote Virtual Assistant, $42/hr, Remote, Weekend, Entry Level Customer Support, $40/hr, Remote, Evening, No Experience Remote Data Entry, $40/hr, Weekend Job, College Student Live Chat Support, $50/hr, Remote, No Experience Required Weekend Customer Support, $40/hr, Remote, College Student Phone Job, $50/hr, Remote, Part-Time, College Student Live Chat Support, $42/hr, Weekend, Remote, No Degree Evening Virtual Assistant, Remote, $40/hr, No Experience Remote Phone Job, $45/hr, Part-Time, No Degree Required Remote Customer Support, $40/hr, No Experience, Part-Time Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
Act as a role model to other support engineers, leading discussions, proactively solving issues and identifying and removing blockers for the entire team

Develop training material and documentation for both internal and customer-facing user community portals

Deliver field support services to customers, including product troubleshooting, as well as basic implementation and ad hoc training services

Participate in 24x7 on-call rotation for post-sale customer support

About The Team

About AWS

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

  • Bachelor's degree in computer science, engineering, mathematics or equivalent, or 3+ years of professional or military experience
  • 3+ years of experience working in enterprise-level technical/customer support
  • 3+ years of experience with Linux operating systems, particularly with networking and system administration
  • 3+ years of experience with LAN configuration, Internet protocols, server applications and related troubleshooting tools

Preferred Qualifications

  • Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies
  • Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and/or file based workflows
  • Experience with Cloud Computing, especially Amazon Web Services; excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
  • Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.)
  • Ability to effectively gauge customer impact and temperature to prioritize issue investigation

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $86,000/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.


Company - Amazon Web Services, Inc.

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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...

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

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