Cloud Support Engineer, Amazon

• Excellent Oral/Written communication skill in the English and German language
• Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent 6 + months experience in a technical position
• Knowledge or experience with troubleshooting OS issues and knowledge or experience of the networking OSI model
• Knowledge or experience analyzing, troubleshooting, and providing solutions for technical issues

Desirable

• AWS is set to introduce the inaugural European Sovereign Cloud (ESC), to spearhead this initiative, we are actively seeking support engineers in this space
• Amazon Web Services is the market leader and technology forerunner in the Cloud business
• As a member of the AWS Support team for ESC 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 in ESC
• 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
• This position involves On-call responsibility
• 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 customer experience and compliance with global AWS standards, practices and policies
• This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis
• Learn and use ground breaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Interact with leading engineers around the world
• Partner with AWS 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
• 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
• AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments
• Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services
• Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center
• You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud