AWS Cloud Support Engineer, Amazon

• 1+ years of software development, or 1+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Knowledge or experience in Machine Learning (ML), Deep Learning (DL), Artificial Intelligence (AI) and GenAI. Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related). Good Understand of OS concepts(memory, storage and CPU usage)

Desirable

• As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed
• You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets
• The Big Data (SageMaker, Vision and Other) role supports our services that leverage data and develop AI/ML applications, which include training, finetuning and deploying machine learning and deep learning models on cloud using our AI/ML services like SageMaker, Bedrock, textract, rekognition etc
• In this role, engineers interact with customers that reach out to AWS via email, chat or phone
• Helping our customers use and integrate Big Data services in what is arguably our industry’s most exciting space
• Engineers also focus on hire and develop Subject Matter Expertise in one or more services
• Engineers also collaborate with internal teams to provide the required support services to AWS customers
• In addition, engineers work on team functions and automation/optimization projects and continually work on improving operational efficiency
• 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
• The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success
• AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services
• Your day as a Cloud Support Engineer will include, but not be limited to, the following activities:
• You will be primarily responsible for solving customer’s cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue
• You will drive initiatives that improve support-related processes and our customers’ experience
• These can include tutorials, how-to videos, technical articles, trainings, among others
• You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services
• You will be continuously learning new and innovative technologies, and developing new technical skills and other professional competencies
• You will act as interviewer in hiring processes, and coach/mentor new team members
• AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams
• As a member our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model
• You will be 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
• This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday