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Description

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in technologies. As a member of the AWS Support team 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.

This is an excellent opportunity to join one of Amazon’s world-class team of engineers, and work with some of the best and brightest while also developing your skills and career within one of the most dynamic, innovative and progressive technology companies anywhere. In addition to a stimulating and fun working environment, Amazon offers mentoring programs with experienced engineers, regular tech talks with technology principals, and well-defined career paths for motivated engineers who want to contribute to our culture of operational excellence and customer-focused technical innovation.

You will be surrounded by a team that are passionate about computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while you

• Learn, Support, and use groundbreaking technologies

• Interact with engineers from leading technology companies around the world

• Engage with and solve customers technical issues via phone, chat or email

• Apply advanced techniques to provide unique solutions to our customers' individual needs

• Leverage your day-to-day experiences to provide the voice of the customer to internal AWS teams

• Drive customer communication during critical events

• Write tutorials, how-to videos, and other technical articles for the AWS customer community

• Our support engineers are also the “voice of the customer” and have a strong voice in to the teams for recurring issues or feature requests.

Want to know what’s it like to be a Support at AWS? Take a look!

https://www.youtube.com/watch?v=GC3bWcFFZTo

Key job responsibilities

• 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 organization 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.

• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.

• AWS Support Engineering has 24/7/365 operation model and work schedule will be required to include nights, weekends and holidays.

A day in the life

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 technologists around the world

• Work directly 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 customer community

• Work on critical, highly complex customer problems that may span multiple AWS services

About the team

INCLUSIVE TEAM CULTURE

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

WORK/LIFE BALANCE

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

MENTORSHIP/CAREER GROWTH

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. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

Basic Qualifications

• 3+ years of technical support, or 3+ years of system administration experience

• Experience troubleshooting and debugging technical systems

Preferred Qualifications

• Bachelor's degree in computer science or equivalent