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Amazon Corporate LLC Technical Support Engineer, AWS Elemental Customer Success in Seattle, Washington

Job summary 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. Technical Support Engineers at AWS Elemental 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 cutting-edge or unfamiliar technologies. This is a complex, fast-paced, and high-throughput environment where dynamic context shifting is required to ensure we prioritize and delight our customers. Key job responsibilities In this role, you will: Track, investigate, and resolve customer questions and issues by phone, email, and support case across 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 and external organizations to complete root cause analyses, issue investigation, mitigation, and defect resolution Develop and implement complex workflow reproductions to identify potential software defects, misconfigurations, or environmental issues that contribute to an underlying issue Use case management tools to document work and manage and prioritize customer issues based on multiple factors including customer impact Contribute to training materials and documentation for both internal users and customers About the team We are a global Customer Success team, operating a \"follow-the-sun\" support model with regional teams in the Americas, EMEA, and APAC. Each regional team covers an 8-hour on-call rotation, 7 days a week. During the week, 2 or more people share on-call responsibilities. Tenured engineers cover 2, 8-hour weekend on-call rotations on their own. We have a vision to empower customers to help themselves by providing timely, accurate and comprehensive technical resources We support customers from major international broadcasters through to one-off cloud based media events A Bachelor\'s Degree in Computer Science, Information Technology, or similar discipline; or equivalent work experience 3+ years of experience working in enterprise-level technical/customer support 3+ years of experience configuring and/or supporting enterprise-level networks and server applications using standard troubleshooting tools 3+ years of experience with Linux operating systems, particularly with networking and system administration 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 file based workflows Experience with Cloud Computing, especially Amazon Web Services Experience with Content Delivery Networks (CDNs) (e.g. AWS CloudFront , Akamai, EdgeCast, Level 3, Limelight) Excellent hardware/software problem-solving skills Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.) Experience analyzing and troubleshooting RESTful web API calls Experience with PostgreSQL, Apache, SNMP, Wireshark, or video analyzers Strong written, verbal, and technical documentation skills to effectively communicate with customers and peers Experience with Salesforce and/or Jira Ability to navigate challenging situations in a professional manner with minimal guidance Ability to effectively gauge customer impact and temperature to prioritize issue investigati