Senior Technical Support Analyst

6 days ago


Dublin, Dublin City, Ireland Amazon Full time
Senior Technical Support Analyst - Cloud Operations

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.
Requirements:

- 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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