Cloud Support Engineer
Amazon
Cloud Support Engineer
Amazon
Sells products online and rents cloud computing
AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.
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.
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 groundbreaking 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 customers' 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 and 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.
• You will need to be a UK national and able to obtain and maintain a UK Government Security Clearance. Further details found here: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels
About the team
Amazon 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.
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.
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
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.
- Experience in software development, or experience in technical support
- Experience troubleshooting and debugging technical systems
- Bachelor's degree in computer science or equivalent
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.
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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