• Cloud Support Engineer Team Lead

    Location ZA-Cape Town
    Posted Date 9 months ago(1/4/2018 5:22 AM)
    Job ID
    Amazon Development Centre (South Africa) (Proprietary) Limited
    Position Category
    Operations, IT, & Support Engineering
    South Africa
  • Job Description

    Are you someone that thrives in a dynamic, fast-paced environment? Are you strong technically and want to mentor others? Do you like to dive deep into problems and are willing to train others on how to do it as well? Are you excited about learning a new feature or product and being the one to help define the training for the team? Are you someone that can drive improvements across a global organization to ensure customers receive world class support? If so, you may be what we’re looking for! AWS Support - Technical Lead is a technical coach and mentor within the AWS Support organization. Responsibilities include, but are not limited to the following:
    · Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes
    · Identify and address knowledge gaps, ensure common understanding across the team; Streamline cross-site processes and procedures
    · Own and drive various aspects of quality assurance from technical support team perspective
    · Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
    · Analyze previous customer cases to identify trends and customer pain-points to drive improvements
    · Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed
    · Partner with our internal Training team to provide input on new service offerings, features, mentoring, and define general technical needs of the team
    · Train new hires and team to ensure they have the right knowledge to help our customers
    · Assist with team coordination and customer communications during AWS critical launches and support events
    · Assist team with handling customer contact (case/chat/phone) as needed
    · Act as key member of the hiring team that hires and develops the best
    · Act as an escalation point within our team

    Basic Qualifications

    Bachelor’s degree or equivalent work experience required
    · Minimum 4 years relevant experience in a Support / Operations role
    · Minimum 1 year mentoring/leadership experiene
    · Must have demonstrated expertise in two or more of these areas:
    · Systems administration (Linux and/or Windows Servers)
    · Networking (DNS, TCP/IP)
    · Databases (MySQL, Oracle, MSSQL)
    · Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
    · Customer Management experience i.e. new customer engagement, new product introduction, RCA communication, etc.
    · Demonstrated examples of process improvement execution
    · Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
    · Excellent oral and written communication skills
    · Strong influencing skills
    · Ability to work independently, with little direct management
    · Open to provide after-hours support as needed

    Preferred Qualifications

    · Experience supporting large, Enterprise customers in an Operations environment
    · Technical training (i.e. content creation and/or delivery)
    · Experience as a team leader, providing general coaching and direction

    “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.”
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