Cloud Support Engineer I - Big Data, AWS

As a Cloud Support Engineer, you will quickly learn how to utilise and leverage a wide range of cloud technologies to support our customers' success. You will function as the Cloud Ambassador for AWS products, supplying our customers with the necessary tools and strategies to expand their influence in global markets. The Big Data role supports services that utilise data and generate business insights, potentially utilising machine learning/artificial intelligence (ML/AI). You will assist our customers with incorporating Big Data services into what is arguably the most exciting space in our industry. The service portfolio includes EMR (Hadoop), DynamoDB (NoSQL), MangoDB, and Apache Cassandra. Key job responsibilities: As a Cloud Support Engineer, your day-to-day tasks may include, but won't be limited to, the following: • Primarily resolving customer issues through various contact channels (telephone, email, and web/live chat), using advanced troubleshooting techniques to customise solutions, and deep-diving with them to identify the root cause of the issue. • Leading initiatives to improve support-related processes and our customers' experience. These initiatives can include materials such as tutorials, how-to videos, technical articles, and training. • Using your customer support experience to provide feedback to internal AWS teams on how to improve our services. You'll also work on critical, highly complex customer issues that may involve multiple AWS services. • Continuously learning about cutting-edge technologies and developing new technical skills and other professional competences. • Participating as an interviewer in hiring processes and coaching/mentoring new team members. This role necessitates the flexibility to work on rotation for 5 days per week, sometimes on weekends. Possible schedules may include Sunday - Thursday, Tuesday – Saturday, or Monday - Friday. About the team: AWS Support Engineering is a customer-facing global organisation that delivers technical assistance to both external customers and internal teams. As part of our team, you will be at the forefront of this transformational technology while operating on a follow-the-sun model. You will be helping a worldwide list of companies and developers take advantage of a growing set of services and features for their essential applications. Inclusive Team Culture: At AWS, we celebrate our differences and are dedicated to further cultivating a culture of inclusivity. We have over thirteen employee-led affinity groups, spanning 90,000 employees across hundreds of chapters worldwide. We offer innovative benefits, as well as annual and ongoing learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Our 16 Leadership Principles reinforce Amazon’s inclusive culture, encouraging team members to seek diverse perspectives, remain curious, and earn trust. Work/Life Balance: We highly value work-life balance, and believe that maintaining a healthy flow between personal and professional life is crucial to lifelong happiness and fulfilment. We offer flexible working hours, and encourage finding an individual balance between work and personal life. Mentorship & Career Growth: We are committed to supporting new members. Our team is a mix of different experience levels and tenures, and we're cultivating an environment that promotes knowledge sharing and mentorship. Senior members provide one-on-one mentoring and thorough, constructive code reviews. We care about your career growth and aim to assign projects that will help each team member develop into a better-rounded Amazonian and prepare them for more complex tasks in the future. We are open to hiring candidates to work out of one of the following locations: Mexico City, DIF, MEX Basic Qualifications: - 1+ years of software development experience or 1+ years of technical support experience - Minimum of 1+ years of related professional experience and a bachelor’s degree in Engineering/Computer Science/Mathematics or a related field or equivalent military experience. - Knowledge or experience with system administration and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related). - Knowledge or experience with Hadoop ecosystems (Apache Spark, Apache Hive). - Knowledge or experience in data lake architecture and administration. - Ability to effectively communicate in English (both written and spoken) within technical and business settings. Preferred Qualifications: - Knowledge or experience in quantitative or qualitative data analysis techniques. - Knowledge or experience in various big data or distributed systems (NoSQL, search, and streaming). - Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud). - Experience in scripting or developing using one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript. - Understanding of security concepts/best practices for protecting application architectures from external threats.