Cloud Support Engineer , Support Engineering

- 1+ years of software development, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems

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.

Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools and tactics to get the most out of their Product and Support investment.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organisation?

If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

Key job responsibilities
WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:

· Learn and use technologies.
· Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
· Interact with leading engineers around the world.
· Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
· Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
· Drive customer communication during critical events.
· Drive projects that improve support-related processes and our customers’ technical support experience.
· Write tutorials, how-to videos, and other technical articles for the developer community.
· Work on critical, highly complex customer problems that may span multiple AWS services.

Key job responsibilities
WHAT DOES A CLOUD SUPPORT ENGINEER DO AT AWS?

· First and foremost this is a customer support role – in The Cloud.
· On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
· Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
· Career development: We promote advancement opportunities across the organisation to help you meet your career goals.
· Training: We have training programs to help you develop the skills required to be successful in your role.
We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
· AWS Premium Support is a 24/7/365 operation and shift work will be required to include nights, weekends and holidays.

A day in the life
About the team

About the team
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge-sharing and mentorship. Our senior members enjoy one-on-one mentoring. We care about your career growth and strive to assign projects that help our team members develop your engineering expertise so you feel empowered to take on more complex tasks in the future.

- Bachelor's degree in computer science or equivalent

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.