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Technical Customer Advocate

1 week ago

Dublin, Dublin City, Ireland Amazon Full time
Technical Customer Advocate - AWS Escalations

About Us:

At Amazon, we are committed to being the earth's most customer-centric company. Our team is part of the broader AWS Support organization, dedicated to managing critical escalations and working with all areas of AWS to improve the overall customer experience.

About The Role:

  • Advocate for customers and provide timely communication on work items.
  • Collaborate with Engineering Teams to drive critical, complex customer escalations.
  • Broaden your understanding of AWS services to improve customer experience and operational excellence.
  • Participate in post-incident reviews, implementing corrective actions and identifying improvement opportunities.
  • Develop solutions using automation and self-repair.
Key Responsibilities:

- Collaborate with Engineering Teams to drive critical customer escalations.
- Provide timely communication on work items to internal stakeholders.
- Build expertise in AWS services to improve customer experience.
- Facilitate post-incident reviews and implement corrective actions.
- Develop automation and self-repair solutions.

Requirements:

- 5+ years of experience in Support Engineering or similar IT role.
- 2+ years of experience in technical operations or support focused on cloud infrastructure.
- Demonstrated knowledge and proficiency with AWS Services.
- Tertiary qualification/Bachelor's Degree in a related field (or 6+ years of relevant work experience).