Sr. Cloud Support Engineer- Big Data, Support Engineering

Description

Amazon has built a reputation for excellence. Amazon’s cloud product line Amazon Web Services (#AWS), is carrying on that tradition while leading the world in Cloud technologies globally. In India, AWS is looking for an experienced and qualified personnel to join its Support Engineering team focusing on Amazon’s AWS – referred as AWS Support.

AWS Support provides global technical support to a wide range of customers using AWS Cloud as they build mission‑critical applications on top of AWS services. As a member of the AWS Support Engineering team, employed with and working for AWS India, you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission‑critical applications. You will work with leading companies in this space and directly with the engineering teams within AWS developing these new capabilities.

Key Job Responsibilities

• Able to troubleshoot and resolve complex Apache HBase operational issues and technical problems.
• Able to review customer’s architecture and provide guidance.
• Develop and deliver Apache HBase training.
• Partner with development teams on complex issues.
• Develop tools/script to help the team.
• Work with leadership on process improvement or strategic initiatives.
• Participate in recruiting.
• Ability to successfully influence stakeholders with individually developed concepts.

A Day in the Life

• Strategic Customer Engagement: Rather than handling daily ticket queues, Sr Cloud Support Engineers focus on proactive customer engagements. You're working directly with enterprise customers on strategic technical discussions.
• Complex Problem Resolution & Knowledge Creation: About 20% of time is dedicated to critical customers, handling escalation events and issues affecting multiple customers. You're not just solving problems—you're creating Centers of Excellence documentation and supportability frameworks that prevent future issues.
• Force Multiplication Through Mentorship: A significant portion involves elevating frontline engineers through monthly syncs with Senior Managers/Site Leads. Your success is measured by how much you enable others to accomplish, not just your individual output.
• Service Improvement & Cross‑Functional Collaboration: You serve as Service Excellence Owner for Tier 1 & 2 services, conducting monthly syncs with service teams, submitting Product Feature Requests (PFRs) and bugs, and influencing service roadmaps. You're working across domains with various internal stakeholders.
• Technical Thought Leadership: Creating public‑facing content (blogs, videos, articles), contributing to Technical Field Communities (TFCs), and representing AWS at major AWS conferences, and regional summits.

About the Team

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

AWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

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

• Experience troubleshooting and debugging technical systems, or experience in Hive/Spark/Hbase/Yarn and experience in networking administration and troubleshooting
• Experience presenting creative concepts effectively to senior executives
• Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
• 10+ years of relevant experience with in depth understanding and working experience of Apache Hadoop, Distributed system, Apache HBase and NoSQL systems.
• Experience in Apache HBase upgrades and data migration.
• Deep knowledge of Apache Hadoop concepts, components and framework – Yarn, HDFS, High‑Availability, backup and restore, security, monitoring and observability, name node, journal nodes, scaling of cluster, Hive, Spark.
• Deep knowledge of Apache HBase architecture, components and concepts – HMaster, Zookeeper, High‑Availability, region server, regions, compaction, HFiles, Backup and restore, cluster optimisation, performance improvement, troubleshooting of Apache HBase issues, WAL, memstore, scaling of cluster, monitoring and observability concept and security.
• Excellent oral and written communication skills

Preferred Qualifications

• Knowledge of networking protocols such as HTTP, DNS and TCP/IP
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems
• Experience with customer service
• Prior working experience with AWS – any or all of EMR, EC2, S3, EBS, DynamoDB, Keyspaces.
• Prior working experience with MapReduce and Hadoop.
• Expertise in OLTP and OLAP systems design and performance optimization
• Experienced with Linux system monitoring and analysis
• Experience in analyzing complex distributed production deployments, and making recommendations to optimize performance
• Be able to read and understand Java/Python code.
• Experience with query analyzers and query tuning / slow query optimization etc.

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.