Cloud Support Specialist

2 weeks ago

Melbourne, Victoria, Australia Amazon (AWS) Full time

About the Role

This is a Cloud Support Engineer position with Amazon (AWS) where you will be part of a customer-facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization.

As a Cloud Support Engineer, you will act as the 'Cloud Ambassador' across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.

You will apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs, interact with leading engineers around the world, and partner with Amazon Web Services teams to help reproduce and resolve customer issues.

Additionally, you will leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services, drive customer communication during critical events, and drive projects that improve support-related processes and our customers' technical support experience.

About the Team

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.

What You Can Expect

  • Learn and use groundbreaking technologies.
  • Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
  • Interact with leading engineers around the world.
  • Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
  • Leverage your extensive customer support experience to provide feedback to internal AWS teams 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.

Why AWS Support?

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.

Career Development

We promote advancement opportunities across the organization to help you meet your career goals. We have training programs to help you develop the skills required to be successful in your role.

We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven't been exposed to yet.

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

This role supports and focuses on our Networking services such as Elastic Load Balancing, Auto Scaling, Cloud Watch, Route 53, VPC (Virtual Private Cloud).

Our support engineers are also the 'voice of the customer' and have a strong voice in to the development teams for recurring issues or feature requests.

About AWS

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply.

If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

How to Apply

Applying here is the first step in the hiring process for this role at Amazon (AWS).

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors.

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