Cloud Support Engineer (German & English speaking), Support Engineering

Amazon Web Services (AWS); Berlin; Vor Ort; EUR 70.000 - 95.000; Vollzeit

Zusammenfassung

Amazon Web Services (AWS) seeks a Cloud Support Engineer for the European Sovereign Cloud Development Center in Germany. You will handle customer cases across channels, applying advanced troubleshooting to resolve issues and enable customers to maximize their AWS usage.

The role requires fluent German and English, EU work eligibility, and on-call rotation. Relocation support is provided for successful EU candidates, with a focus on delivering secure cloud solutions.

Qualifikationen

• Fluency in written and spoken German and English.
• Legal right to work in Germany.

Aufgaben

• Provide customer support for AWS ESC, solving cases via phone, email, and web chat.
• Apply advanced troubleshooting to identify root causes and provide tailored solutions.
• Mentor new hires and contribute to training and process improvements.
• Work on a rotational schedule, including weekends when needed.

Kenntnisse

German language proficiency

English language proficiency

Customer support

Ausbildung

Bachelor's degree in engineering/CS/related

Tools

Linux/UNIX

Windows administration

Jobbeschreibung

Overview

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. Proficiency in oral and written communication skills in German & English is required. 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.

For more information on ESC please check out our blog: https://aws.amazon.com/blogs/aws/in-the-works-aws-european-sovereign-cloud/

Eligibility Requirements

• Fluency in written and spoken German and English is required.
• Successful applicants must have the legal right to work in Germany.
• Amazon will provide relocation support for successful applicants relocating within the European Union.
• This position involves on‑call responsibility.

Key Job 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 customers’ 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/scripts 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.

A Day in the Life

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.

About the Team

Diverse Experiences: 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.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Basic Qualifications

• Bachelor’s degree in engineering, technology, computer science, machine learning, robotics, operations research, statistics, mathematics or equivalent quantitative field.
• Excellent oral/written communication skill in the English and German language.
• This role requires you to be a national of an EU member state.
• Experience with systems administration on either Linux/UNIX or Windows operating systems.

Preferred Qualifications

• Experience in system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
• Experience in at least one of these technology areas: DevOps, serverless, software development and design, CI/CD, AI/ML, Storage, Networking or Databases.

Information for Applicants

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

m/w/d

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company – AWS European Sovereign Cloud Development Center GmbH