Cloud Support Engineer, Support Engineering

Amazon.com, Inc; Reading; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A global cloud services leader seeks a Cloud Support Engineer to assist customers with cloud technologies. Responsibilities include troubleshooting technical issues, driving customer communication during critical events, and creating technical resources. Candidates should have a degree in computer science or equivalent and experience in software development or technical support. The role requires flexible working hours and offers opportunities for mentorship and career growth.

Benefits

Flexible work culture

Mentorship programs

Diversity and inclusion initiatives

Qualifications

• Experience in software development or technical support.
• Experience troubleshooting/debugging technical systems.
• Ability to communicate effectively with customers.

Responsibilities

• Learn and use groundbreaking technologies.
• Apply advanced troubleshooting techniques for customer needs.
• Drive customer communication during critical events.
• Write technical articles for the developer community.

Skills

Software development

Technical support

Troubleshooting

Customer service experience

Education

Bachelor's degree in computer science or equivalent

Job description

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. Amazon Web Services is the market leader and technology forerunner in the Cloud business.

As a member of the AWS Support team 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. As a Cloud Support Engineer, you will act as the 'Cloud Ambassador' across all the cloud products, arming our customers with required tools and tactics to get the most out of their Product and Support investment.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organisation?

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.

Requirements

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

AWS Premium Support is a 24/7/365 operation and shift work will be required to include nights, weekends and holidays. You will need to be a UK national and able to obtain and maintain a UK Government Security Clearance.

About The Team

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge-sharing and mentorship.

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.

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.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture.

Mentorship & Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.