DevOps Cloud Support Engineer II - Containers

Dallas, Texas, USA

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Posted 4 weeks ago

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 ‘Cloud Ambassador’ 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.


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 customers’ 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.


· First and foremost this is a customer support role – in The Cloud.
· On a typical day, a Support Engineer will be primarily responsible for solving customer’s 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.
· Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
· Career development: We promote advancement opportunities across the organization to help you meet your career goals.
· Training: We have training programs to help you develop the skills required to be successful in your role.
We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
· Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
· As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.

Act as customer advocate and also have a strong voice into the product development teams. This includes:
· Raising feature requests on behalf of the customers’ use cases
· Ensuring timely communication and drive technical issues towards closure
· Raising bug reports
· Not just fixing issues, but also helping customers architect and optimize their AWS infrastructure
Apart from working on a broad spectrum of technical issues, a Container Support Engineer may also coach/mentor new hires, develop and deliver trainings, partner with development teams on complex issues or contact deflection initiatives, participate in recruiting, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.

A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their technical issues.

Basic Qualifications

· 2+ years as a software development engineer or DevOps engineer
· 2+ years experience with Linux containers, in particular Docker.
· Superior oral and written communication skills, including public speaking
· Proven experience on containers technologies in the industry (Docker, Kubernetes, Apache Mesos, DC/OS), micro-services and DevOps practices
· Ability to learn new concepts and technologies, and apply them to provide the best business outcomes for customers
· Ability to formulate and communicate ideas clearly in a business environment, including presenting in front of varied internal and external audiences
· Business fluent English is required for customer interactions, internal communication, and collaboration with the worldwide teams
· Hands on experience leading software development teams, building microservice architectures, such as projects in the software development or Internet industries
· Advanced knowledge of containers scheduling, service discovery and service mesh (Envoy), observability
· Understanding of application, server, web services and network security practices
· Ability to work in a polyglot environment – flexibility around learning new programming languages and tools
· Bachelor’s degree in Information Science / Information Technology, Computer Science / Engineering or a related field equivalent work experience in a technical position

Preferred Qualifications

· 2+ years experience with the following technologies: EC2, ECR, ECS, EKS, Autoscaling, S3, IAM, Kubernetes
· Solid knowledge of build systems and processes (Jenkins or similar)
· Experience with GPU computing systems
· Solid knowledge of Distributed Systems
· Understanding of Continuous Integration / Continuous Delivery (CI/CD) and Agile software engineering practices
· Meets/exceeds Amazon’s leadership principles requirements for this role
· Meets/exceeds Amazon’s functional/technical depth and complexity for this role
· Networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, or LAN/WAN)
· One or more scripting language (e.g. Bash, PowerShell, Ruby, Python, ebextensions)
· One or more version control platform (e.g. Git, Perforce, SVN, TFVC)
· Programming language experience (e.g. Golang, Python)
· Understand the complete deployment lifecycle from design, build, test, deploy
· Support / Troubleshooting experience
· Master’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position
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. For individuals with disabilities who would like to request an accommodation, please visit

Job tags: Apache AWS Bash CD CI Docker EC2 Git Golang Kubernetes Linux Mesos Python Ruby S3 SVN