DESCRIPTION
Job summary
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 & 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? Do you want the option to work full time from home?
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
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.
A day in the life
On a typical day, a Cloud Engineer will be primarily responsible for solving customers’ issues cases through a variety of 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, a Cloud Engineer in AWS may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact-deflection initiatives, participate in hiring, write tools and script to help the team, or work with leadership on process improvements and strategic initiatives.
Career development: We promote advancement opportunities across AWS and Amazon 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.
About the team
The Big Data team supports our customers who use AWS services to leverage large data sets and produce business insights. The Big Data portfolio of services includes Hadoop/Spark (EMR), NoSQL (DynamoDB, MongoDB, Apache Cassandra), Serverless query (Athena), ETL (Glue, Airflow) and services related to Machine Learning/Artificial Intelligence (SageMaker). However, we do not expect you to know all of these and we provide extensive training to successful candidates.
A successful candidate is not expected to be a cloud expert prior to joining AWS, but a securing a role as a Cloud Engineer in AWS Support is a great way to become one!
Hear about what some of our Cloud Engineers have to say: https://youtu.be/GC3bWcFFZTo