Cloud Support Engineer, Region Services

Job Description

Revolutionize the cloud with AWS Support Engineering - multiple roles available! AWS Utility Computing (UC) provides product innovations — from foundational services such as Amazon’s Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2), to consistently released new product innovations that continue to set AWS’s services and features apart in the industry. As a member of the UC organization, you’ll support the development and management of Compute, Database, Storage, Internet of Things (Iot), Platform, and Productivity Apps services in AWS, including support for customers who require specialized security solutions for their cloud services. Apply now to become a driving force behind the world's most comprehensive and widely-used cloud platform. As an AWS Support professional, you'll be on the front line of cutting-edge cloud technology - empowering customers to harness the full power of Amazon Web Services. Whether you're troubleshooting complex technical issues or helping customers with the latest AWS services, you will be instrumental in fueling the digital transformation of businesses. This is your chance to make a real impact and elevate the way businesses operate in the cloud. Bring your technical skill, customer focus and problem-solving prowess and become a "Cloud Ambassador" - arming our customers with the tools, knowledge, and strategic guidance to extract maximum value from their AWS investment. With industry-leading career development and a strong culture of inclusion, AWS provides the ideal environment for you to grow alongside the rapidly evolving world of cloud computing. Are you ready to redefine what's possible in the cloud? Must hold or be able to attain an Australian Government Security Vetting Agency clearance Key job responsibilities Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs. Interact with engineers and partner with other AWS 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. 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/scripts to help the team, or work with leadership on process improvement and strategic initiatives. A day in the life 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, and drive customer interactions by thoughtfully working with them to dive deep into the root cause of an issue. Working hours and days are based on customer demand, and may include weekends (on a rotational basis). About the team Diverse ExperiencesAmazon 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. Why AWS 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. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. Inclusive Team Culture 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 (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship and Career Growth 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. Minimum Requirements 6+ years of software development, or 5+ years of technical support experience Experience scripting in modern programming languages Bachelor's degree or equivalent experience in a technical field Experience troubleshooting and debugging technical systems Understanding of cloud computing concepts and architectures Exceptional customer service and communication skills Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement: Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes. 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 here for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. #J-18808-Ljbffr