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Networking Cloud Support Engineer , Support Engineering, Support Engineering

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Amazon

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Software Engineering
    IT & Cybersecurity
  • Dublin

AI generated summary

  • You need experience in software development or technical support, troubleshooting technical systems, and a Bachelor’s degree in computer science or a related field.
  • You will troubleshoot complex customer issues, collaborate with AWS teams, mentor new hires, create technical content, and enhance support processes through tailored solutions and effective communication.

Requirements

  • Experience in software development, or experience in technical support
  • Experience troubleshooting and debugging technical systems
  • Bachelor's degree in computer science or equivalent

Responsibilities

  • 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.
  • 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.
  • Solve customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat.
  • 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.
  • 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.
  • Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.

FAQs

What qualifications are required for the Networking Cloud Support Engineer position?

A Bachelor's degree in computer science or equivalent is required for this position.

What experience is preferred for candidates applying for this role?

Candidates should have 1-3 years of professional work experience, preferably in technical support or software development, as well as experience troubleshooting and debugging technical systems.

What kind of work environment should I expect?

You can expect a fast-paced work environment that presents new and exciting challenges daily.

Will I have opportunities for career development?

Yes, AWS promotes advancement opportunities across the organization to help you meet your career goals.

Are there training programs available for new hires?

Yes, there are training programs to help you develop the skills required to be successful in your role.

How does AWS support work-life balance?

AWS values work-life harmony and strives for flexibility as part of the working culture, ensuring that work success doesn't come at the expense of personal sacrifices.

Is the AWS team culture inclusive?

Yes, AWS fosters a culture of inclusion and encourages employees to embrace their differences through various employee-led affinity groups and ongoing learning experiences.

What are the main responsibilities of a Cloud Support Engineer?

The main responsibilities include solving customer cases through various contact channels, applying troubleshooting techniques for tailored solutions, driving customer communication during critical events, and collaborating with development teams on complex issues.

Is there a possibility for travel in this role?

Yes, support engineers interested in travel may participate in focused summits across AWS sites or at specific AWS events.

What kind of customer interactions can I expect in this job?

Expect to interact with customers through telephone, email, and web/live chat as you solve their cases and address their technical needs.

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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.