Senior Technical Support Analyst
6 days ago
About The Team:
The Enhanced Support Services (ES2) team is responsible for managing critical escalations and working with all areas of AWS to improve the overall customer experience. As a member of this team, you will be part of a dynamic environment where you will work with industry experts and contribute to improving the customer experience.
About You:
We are looking for senior technical support analysts with strong ownership and a bias for action. You confidently advocate for customers, maintain composure in high-pressure situations, and excel in dynamic environments while collaborating with industry experts.
About The Role:
- Drive critical, complex customer escalations in collaboration with Engineering Teams.
- Provide clear, concise, and timely communication on work items to relevant internal stakeholders.
- Build a broad understanding of AWS services to improve customer experience and operational excellence.
- Facilitate post-incident reviews, implementing corrective actions and identifying improvement opportunities.
- Design, build, or collaborate on solutions using automation and self-repair.
- 7+ years of experience in Support Engineering, Customer Escalations, or similar IT role.
- 4+ 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 8+ years of relevant work experience).
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