Support Engineer Apprentice
Amazon
Support Engineer Apprentice
Amazon
Sells products online and rents cloud computing
Are you enthusiastic about technology and eager to understand how software works behind the scenes? Do you enjoy solving problems, communicating with people, and getting to the bottom of an issue? If so, we have an exciting opportunity for you to join our team as an Apprentice Support Engineer.
In this role, you'll be part of a support engineering team focused on software products, supporting a wide variety of internal and external customers. Working alongside experienced support engineers, you'll learn how to diagnose, investigate, and resolve software-related issues that affect how customers use our platforms – keeping the things people rely on running smoothly.
Throughout your apprenticeship you'll grow from handling the fundamentals to confidently owning complex problems - developing the technical know-how to find a root cause and the communication skills to explain it clearly to anyone, whatever their background. We move fast, fail fast, and fix faster, so you'll be encouraged to dig in and act from day one.
A day in the life can involve:
- Investigating and resolving software incident tickets raised by customers and the first-line support team
- Communicating clearly with technical and non-technical colleagues, as well as directly with customers, to understand issues and explain solutions
- Escalating complex bugs or suspected system defects to the engineering team with detailed steps to reproduce the problem
- Learning to deep-dive into software issues - going beyond surface symptoms to understand root causes
- Contributing to internal documentation that helps the wider support team troubleshoot more effectively
- Supporting the first-line response team by sharing technical knowledge and helping to upskill colleagues
- Getting involved in wider IT projects across the business, gaining exposure to different areas of technology and new challenges
We're looking for people who are great communicators - you'll be speaking with non-technical first-line staff, developers, and customers, so explaining things clearly is critical. This role suits someone naturally curious, who asks the right questions and doesn't stop until they understand the full picture. You don't need prior technical experience, but you do need enthusiasm, a bias for action, and a genuine curiosity about how things work.
Here at Amazon, it's in our nature to learn and be curious. Within this apprentice you’ll have the opportunity to learn by doing, putting newfound knowledge into practice every day. Our first-class coaching, tailored development opportunities, and challenging, rewarding work will empower you to reach new heights. If you’re a curious, ambitious learner eager to grow, this is your chance to unlock your full potential and build the future you envision.
You will gain a vast range of useful experiences and skills whilst working towards the Level 4 Digital Infrastructure Engineer Apprenticeship qualification. As a working student your focus is to complete your studies in your 20% off the job time by learning and developing your skills, knowledge and behaviours to work towards successful graduation. You will be set objectives and goals by your training provider and manager to support your studies.
You will build your skills over a 24-month period, starting in September. Your apprenticeship will be made up of classroom/virtual based training to cover knowledge, on-the-job training at your Amazon base location, online learning as well as mentoring from our experienced team members.
We value different perspectives and experiences, and we're dedicated to creating an inclusive environment where everyone can thrive. Our employee-led affinity groups including communities for women in tech, LGBTQ+ employees, and underrepresented minorities, foster a culture on inclusion that empowers us to be proud of our differences. These groups provide community, mentorship, and a platform for your voice to be heard. We’re committed to building a workforce that reflects the customers and communities we serve.
We're also continuously raising our performance bar as we strive to become Earth's Best Employer, so you'll have the resources and support to develop into a well-rounded professional.
Your career isn't a straight path - it's a journey you build as you go. A universe of opportunity awaits, and your next adventure starts here.
Please note: as part of your off-the-job learning, you may be required to travel to a training centre, which may differ from your primary work base. Candidates should be prepared for occasional travel as part of the programme.
- To qualify for this programme, you must:
- Be 18 years or over before the start date (September 2027)
- Have the right to live and work in Wales at the point of enrolment (June 2027). If you are on a visa, this must enable you to legally work and reside in Wales for the entire duration of the programme from enrolment
- Have lived in the UK or in the European Economic Area (EEA) for the last 3 years prior to the start date
- Not be registered to study on a UK government funded course ending August 2027 or later
- Be prepared to travel for external/mandatory training as part of the apprenticeship
- Have 5 GCSEs at grade 4-9 (A-C) or above (or equivalent) including Maths and English
- As well as one of the following:
- An A Level in a STEM subject
- A BTEC Diploma in a STEM subject
- A Level 3 IT apprenticeship
- A Digital T-Level (Pass)
- Please note, if you have received educational qualifications outside of the UK then we will require a Statement of Comparability to confirm your eligibility for the scheme. Please ensure you obtain one during the application process, through UK ENIC: https://www.enic.org.uk/
- Previous qualifications will be reviewed for funding eligibility and offers are subject to funding approval
- PLEASE NOTE: This position is a 42 month fixed-term contract. You must NOT already have a qualification in a similar subject at the same or higher level than this apprenticeship
- This Apprenticeship assumes the candidate has some or little knowledge/experience of the occupation
- A genuine curiosity about technology and how software works behind the scenes
- Great communication skills, with the ability to explain technical things clearly to non-technical people
- A logical, methodical approach to problem-solving and investigating issues
- A "bias for action" - happy to dig in, ask questions, and keep going until you understand the full picture
- Comfortable working as part of a team and collaborating with different audiences
- An interest in learning new tools, systems, and technologies
- Attention to detail and a willingness to document and share what you learn
- Evidence of self-directed learning - e.g. online courses, personal tech projects, or simply a habit of taking things apart to see how they work
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.
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Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
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