Description DESCRIPTION As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets. The Security role supports our services that focus on enabling security specialists using AWS Services including Identity Access Management (IAM), GuardDuty, Shield, Key Management Service (KMS), CloudTrail, CloudHSM, etc. Within AWS, security is job zero, and we believe that solid security practices are the foundation for using the Cloud. We are looking for candidates who are passionate about working with products targeted for security professionals as well as being the local expert within the team. Candidates will be advocating cloud security best practices and provide technical solutions while working with our customers. Key job responsibilities Your day as a Cloud Support Engineer will include, but not be limited to, the following activities. You will be primarily responsible for solving customer’s cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue. You will drive initiatives that improve support-related processes and our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others. You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services. You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies. You will act as interviewer in hiring processes, and coach/mentor new team members. As we operate on follow-the-sun model, you may be required to work a staggered week; either Sun-Thu or Tue-Sat (no on-call outside the shift hours) BASIC QUALIFICATIONS 1+ years of software development, or 1+ years of technical support experience Experience troubleshooting and debugging technical systems Experience in Identity and Access Management concepts and technologies to secure production and corporate access, such as: AAA frameworks, SSO, and security best practices related to identity. Experience configuring and troubleshooting federated identity solutions, including knowledge of concepts such as SAML, OIDC, RBAC, ABAC. Familiarity with security monitoring and reporting technologies, including secure-cloud configuration tools (i.e. CloudTrail, AWS Config, etc.) and monitoring/reporting tools (GuardDuty, Security Hub, etc.). Understanding of cryptography concepts (encryption types, modes of encryption, algorithms), underlying architecture that enables secure communication between users and servers (Digital certificates, Public Key Infrastructure). PREFERRED QUALIFICATIONS Experience in networking administration and troubleshooting One or more cloud architecture-related certifications, such as AWS Certified Solutions Architect (Associate or Professional) Knowledge of security and compliance standards (such as Common Vulnerabilities and Exposures (CVE) or Center for Internet Security (CIS) Benchmarks), Hardware Security Modules (HSM), safeguarding sensitive data and implementing security best practices. Understanding and/or experience with cloud computing and cloud security concepts One or more security-related certifications, such as AWS Certified Security - Specialty, CISSP, CEH, CISA, CISM, Security+, OSCP, etc. “AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.” About the team Diverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred 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. 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 we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. 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 and 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. Basic Qualifications - 1+ years of software development, or 1+ years of technical support experience - Experience troubleshooting and debugging technical systems Preferred Qualifications - Bachelor's degree in computer science or equivalent Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.