Cloud Support Engineer

10 hours ago

Dublin, Ireland Amazon Full time

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Amazon Web Services is the global market leader and technology forerunner in the Cloud business. As a member of the AWS Support team in Amazon Web Services, 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.

If you fit the description, you might be the person we are looking for We are a team passionate about cloud computing, and believe that world class support is critical to customer success.

Key job responsibilities

1. Cloud 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.
2. 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 to ensure better CX and compliance with global AWS standards, practices and policies.
3. Career development: We promote advancement opportunities across the organization to help you meet your career goals.
4. Training: We have training programs to help you develop the skills required to be successful in your role.
5. Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
6. As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.

A day in the life
Every day will bring new and exciting challenges on the job while you:

1. Learn and use groundbreaking technologies.
2. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
3. Interact with leading engineers around the world.
4. Partner with Amazon teams in India to help reproduce and resolve customer issues.
5. Leverage your extensive customer support experience to provide feedback to internal Amazon teams in India on how to improve our services.
6. Drive customer communication during critical events.
7. Drive projects that improve support-related processes and our customers’ technical support experience.
8. Write tutorials, how-to videos, and other technical articles for the developer community.
9. Work on critical, highly complex customer problems that may span multiple AWS services.

About the team
AWS 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.

BASIC QUALIFICATIONS
- Bachelor’s degree OR equivalent experience in a technical position.
- Requires minimum of 2+ yrs experience in relevant technical position.
- Knowledge/experience in administration and troubleshooting for two or more of the following: DevOps/Deployment, Orchestration Management, and/or Configuration Management.
- Knowledge/experience in continuous integration technology (e.g. Chef, Puppet, Docker, Jenkins, Ansible, or related tools).

PREFERRED QUALIFICATIONS
- One or more Web and Application Server technologies (e.g. Apache HTTPD, Apache Tomcat, Nginx, Glassfish, JBoss, Puma, Passenger, IIS)
- Scripting or development experience using Python, Node.js/JavaScript, PowerShell or C# (.NET), Ruby, Golang.
- Understand the complete deployment lifecycle from design, build, test, deploy.
- Experience with Kubernetes or containerization technologies.
- Understanding of hypervisor/virtualization and containerization.

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.

Posted: January 17, 2025 (Updated 1 day ago)
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
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