Cloud Support Engineer-Security (Japanese Fluency) , AWS Support Engineering

Industry: Operations, IT, & Support Engineering

Company: Amazon

As the world’s largest cloud provider, Amazon Web Services (AWS) is redefining the cloud computing industry with more than 200 featured products and services. AWS Support Engineering teams span across the globe and implement innovative cloud computing solutions and solve technical problems. As a Cloud Support Engineer, you will be at the forefront of this transformational technology and acting as the ‘Cloud Ambassador’ across all the cloud products. You will be arming our customers with required tools & tactics to get the most out of their Product and Support investment and contributing to a follow-the-sun roster to assist 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 for 24/7/365.

Would you like to equip yourself with the latest cloud computing technologies? Are you familiar with best practices for applications, servers and networks? If this sounds exciting to you, you might be the person we are looking for!

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:
• tWork on critical, highly complex customer problems that may span multiple AWS services
• tApply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs.
• tLeverage your extensive customer support experience to provide feedback to internal teams on how to improve

services.
• tDrive tactical & strategical projects that improve support-related processes and our customers’ technical

support experience.
• tWrite tutorials, how-to videos, and other technical articles for the developer community.
• tAs we operate on a follow-the-sun model, with sites located globally, working hours and days are based on

customer demand and may include weekends (on a rotational basis).

WHY AWS SUPPORT? – First and foremost, this is a customer support role – in The Cloud.
• tOn a typical day, you will be primarily responsible for solving customer’s issues through a variety of customer

contact channels which include web, live chat, and telephone.
• tYou will be provided both self-paced and instructor-led training that help you develop the skills required to be

successful in your role
• tAs your career advances, you may also have opportunity to coach/mentor new hires, develop & present training,

and participate in hiring.
• tYou will be promoted multiple options to advance your career across the organization to help you meet your

ultimate career goals

Key job responsibilities
• First and foremost this is a customer support role – in The Cloud.
• 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.
• AWS Support Engineering has 24/7/365 operation model and work schedule will be required to include nights, weekends and holidays.

A day in the life
• 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.

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the 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 (gender 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 flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

BASIC QUALIFICATIONS

– Bachelor’s degree in computer science or equivalent, or 3+ years of technical support experience

– 3+ years of network and operating system support experience

– 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).

– Experience with secure-cloud configuration, (CloudTrail, AWS Config), cloud-security technologies (VPC, Security Groups, WAF etc.), and cloud-permission systems (IAM). Ability to communicate effectively in English (written and spoken) within technical and business settings.

– Fluency in both written and verbal Japanese

PREFERRED QUALIFICATIONS

– MS or PhD in related field

– One or more security-related certifications (CISSP, CEH, CISA, CISM, SECURITY+, OSCP, or related).

– Experience in Cloud/Distributed computing technology including large scale server fleet management and/or Hadoop environment management

– Demonstrated expertise in systems administration (Linux/Window), network administration, database administration

– Experience in programming and/or managing full application stacks from the OS up to custom applications

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 https://www.amazon.jobs/en/disability/us.

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.