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Amazon Web Services Elemental

Mar 2020 - Jan 2022 Portland, Oregon

Provided advanced technical support to customers utilizing AWS Elemental products via phone, email, and chat channels, working closely with customers to troubleshoot and resolve complex technical issues related to video processing, transcoding, and delivery. Collaborated with customers and internal teams to identify and troubleshoot issues and provide timely and effective solutions. Escalated complex issues to senior support engineers or development teams to resolve complex issues and identify root causes. Created and maintained technical documentation to improve support processes and provide effective self-help resources for customers.

  • Proactively identified potential software defects, misconfigurations, and issues in customer environments by developing and implementing complex repro cases.
  • Greatly contributed to training material and documentation for both internal and customer-facing issues.
  • Stepped up as new team lead of support organization to get operations on track, using skill matching to assign tickets and accelerate customer problem resolution.

Top Skills

  • Linux
  • Network Administration
  • Amazon Web Services (AWS)
  • Linux System Administration