Cloud Support Engineer, Support Engineering
Join to apply for the Cloud Support Engineer, Support Engineering role at Amazon Web Services (AWS)
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 market leader and technology forerunner in the cloud business. As a member of the AWS Support team 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 cloud products, arming our customers with the required tools and tactics to get the most out of their product and support investment.
Key Job Responsibilities
* Provide 24/7/365 customer support via telephone, email, and web/chat, applying advanced troubleshooting techniques to deliver tailored solutions.
* Co‑coach and mentor new hires, develop and present training, partner with development teams on complex issues, and contribute to tool/script development for the team.
* Participate in new hiring, write and maintain training materials, and work with leadership on process improvement and strategic initiatives.
* Engage in shift work including nights, weekends and holidays to support AWS Premium Support.
* Help drive customer communication during critical events and support high‑impact, multi‑service customer problems.
Qualifications
* Experience in software development or technical support.
* Experience troubleshooting and debugging technical systems.
Preferred Qualifications
* Bachelor's degree in computer science or equivalent.
Benefits and Culture
* Learn and use groundbreaking technologies.
* Interact with leading engineers worldwide.
* Partner with internal AWS teams to improve services and customer experience.
* Write tutorials, how‑to videos, and other technical articles for the developer community.
* Drive projects that improve support‑related processes.
AWS is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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