Support Tech Specialist (STS)

 

Role name: Support Tech Specialist (STS) Department: Enterprise Engineering (EE) Organization: Unified Communications (UC) Team: Mabel – Service Reliability Engineering (SRE)

Introduction: The SRE team owns and maintains critical communications services in use by Amazonians globally. Some of these include Zoom, Webex, Slack and Print. We develop the integrations to make such services work with other Amazon services to collect employee information and create a seamless plug and play experience. We also implement all necessary sub-services to monitor and maintain all running operations. Additionally, we provide advanced support to customers and service outages that may be impacting the customer experience.

Role description: This is a specialized technical support role with advanced engineering tasks. The STS will need to acquire deep knowledge of the services we support and maintain. They will need to be able to response to questions from customer facing support teams, troubleshoot advanced problems and provide resolutions. Understand logs and needed configurations to work with software vendors on ticket escalations. The STS will also need to have proper understanding of service operations, they will need to build metrics, alerts, dashboards, report and sustain service SLAs regarding response time, incident resolution, service uptime, etc. They need to be able to perform all necessary systems engineering tasks to “keep the lights on” of SaaS services that depend mostly on AWS infrastructure components. They will also need to develop automation, deployment pipelines, review code to find and correct possible bugs and other kind of failures. In this way, the STS will need to own the entire lifecycle of such SaaS solutions post-implementation, including not only basic features but a full understanding of internally developed integrations.

Basic requirements - 3+ years experience in technical support roles of software applications. - 3+ years expertise programming using Python, Java, NodeJS or similar scripting languages. - 3+ years experience administering Windows and Linux environments and scripting (Bash,

PowerShell, enterprise networking, OS policies and software installation). - 1+ years of experience having worked doing pipeline automation or DevOps functions. - 1+ years experience working in Agile environments, experience with ticketing systems. - Advanced knowledge of Cloud infrastructure, AWS in specific as a plus. - Professional English proficiency.

Additional preferences: - Experience supporting videoconferencing and online collaboration tools like Zoom, Slack or

Webex. - Experience in consultancy or customer facing technical roles. - Project management, writing of technical documentation. - Advanced networking knowledge (CISCO CCNA or similar certifications). - AWS certifications.