Cloud Support Associate

Key job responsibilities

First and foremost this is a customer support role – in The Cloud.

On a typical day, a 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.

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.

Career development: We promote advancement opportunities across the organization 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.

Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.

A day in the life

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 technologists around the world and resolve customer issues.
Partner with Amazon teams in India to help reproduce and resolve customer issues.
Leverage your extensive customer support experience to provide feedback to internal Amazon teams in India 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.