Description AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery and we are looking for a Technical Support Engineer to join our Global Technical Support Team. In this role, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. Our customers include small and large enterprise customers and includes on-premises, and cloud based workflows. You will be responsible for issue investigation, identifying software defects, in-depth and complex repro cases across multiple products and services, workarounds and researching innovative or unfamiliar technologies. This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required. As an engineer on the team, there are additional expectations of leadership and expertise in multiple disciplines. Key job responsibilities In this role, you will: Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact. Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations while working independently Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution Develop and implement the most complex repro cases to identify potential software defects, misconfigurations or issues in customer environments Use case management tools to manage and prioritize issues based on multiple factors including customer impact Act as a role model to other support engineers, leading discussions, proactively solving issues and identifying and removing blockers for the entire team Develop training material and documentation for both internal and customer-facing user community portals Deliver field support services to customers, including product troubleshooting, as well as basic implementation and ad hoc training services Participate in 24x7 on-call rotation for post-sale customer support About the team About AWS Diverse Experiences AWS 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. 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 (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 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. Basic Qualifications - Bachelor's degree in computer science, engineering, mathematics or equivalent, or 3+ years of professional or military experience - 3+ years of experience working in enterprise-level technical/customer support - 3+ years of experience with Linux operating systems, particularly with networking and system administration - 3+ years of experience with LAN configuration, Internet protocols, server applications and related troubleshooting tools Preferred Qualifications - Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies - Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and/or file based workflows - Experience with Cloud Computing, especially Amazon Web Services; excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance - Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.) - Ability to effectively gauge customer impact and temperature to prioritize issue investigation 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. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. 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.