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Cloud Support Associate (IaC)

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Amazon

1mo ago

  • Internship
    Full-time
    Summer Internship
  • Software Engineering
    IT & Cybersecurity
  • India
    Remote

AI generated summary

  • You should have 0-1 years in Linux, database, big data, or networking, scripting skills, troubleshooting experience, communication skills, cloud exposure, and a strong customer focus.
  • You will solve customer issues via various channels, apply advanced troubleshooting, mentor new hires, drive process improvements, write tutorials, and collaborate with teams on complex problems.

Requirements

  • 0-1 years of experience in Linux Systems administration OR Database design and Optimization OR BigData Analysis OR Network administration OR Dev-ops.
  • Programming / scripting experience (Java, Perl, Ruby, C#, and/or PHP)
  • Troubleshooting / Support experience
  • Excellent oral and written communication skills
  • Basics in OS concepts / Linux/Unix Systems administration (Ubuntu, CentOS, RedHat, Solaris, etc).
  • Basic knowledge in Networking (TCP/IP, DNS) /Database
  • Strong customer focus & multi-tasking skills
  • Exposure to Cloud computing
  • Self-starter who is excited about technology

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.
  • 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.

FAQs

What is the experience requirement for this position?

The position requires 0-1 years of experience in fields such as Linux Systems administration, Database design and Optimization, Big Data Analysis, Network administration, or Dev-ops.

Is programming or scripting experience required for the role?

Yes, programming or scripting experience in languages such as Java, Perl, Ruby, C#, and/or PHP is required.

What are the working hours for this role?

The working hours for this role are afternoon shifts from 1 PM to 10 PM IST, as AWS Support operates 24/7/365.

What are the key responsibilities of a Cloud Support Associate?

Key responsibilities include solving customer cases through various communication channels, applying advanced troubleshooting techniques, mentoring new hires, developing training, and driving process improvement initiatives.

Does Amazon Web Services provide training for new hires?

Yes, AWS offers training programs to help new hires develop the necessary skills for success in their roles.

Is travel a requirement for this job?

Travel is not a requirement but support engineers interested in travel may have opportunities to present training or participate in focused summits.

What is the role of mentorship in the company?

Mentorship is an integral part of AWS's culture, providing endless knowledge-sharing and career-advancing resources to help employees grow professionally.

Are there opportunities for career advancement in this position?

Yes, there are promotion and advancement opportunities across the organization to help employees meet their career goals.

What kind of work culture does AWS promote?

AWS promotes a culture of inclusion, continuous learning, and flexibility to ensure work-life balance for its employees.

Is customer support experience necessary for this role?

Yes, strong customer support experience is important to provide effective solutions and improve the customer experience.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.