Cloud Support Engineer - Developer and Mobile Services, AWS Support Engineering

Amazon Inc.; Seattle (WA); On-site; MXN 700,000 - 900,000; Full time

Job summary

Amazon is seeking a Cloud Support Engineer for AWS Support Engineering in a global, customer-facing role. You will resolve multi-service issues, advise customers on best practices, and partner with engineering to resolve root causes across EC2, S3, DynamoDB, RDS, Lambda, and CloudFront.

You will also contribute to knowledge content, tooling, and mentoring to raise the team’s technical bar while navigating a follow-the-sun support model.

Qualifications

• Experience with distributed computing environments.
• Experience with serverless technologies such as AWS Lambda, API Gateway, IoT, mobile and messaging technologies, or AI-related technologies.
• Understanding of cloud computing concepts and/or experience with any cloud platform (AWS, Azure, Google Cloud).
• Experience scripting or developing in one or more of: UNIX Shell, Python, R, Ruby, Go, Java, .NET (C#), JavaScript.
• Knowledge of security concepts and best practices for securing application architectures from external threats.
• Experience with incident management for business-critical systems in a 24x7 environment.

Responsibilities

• Resolve complex customer issues spanning multiple AWS services using structured troubleshooting and root cause analysis to deliver tailored solutions.
• Act as a trusted technical advisor guiding adoption and best-practice use of services such as Amazon EC2, Amazon S3, Amazon DynamoDB, Amazon RDS, AWS Lambda, and Amazon CloudFront.
• Collaborate with customer stakeholders on incidents, architectural trade-offs, support strategies, and risk management.
• Work with AWS engineering and service teams to resolve complex issues and share feedback to prevent recurrence.
• Contribute to the team’s growth by creating technical content, building tools, mentoring teammates, and participating in interviews.

Skills

Distributed computing environments

Serverless technologies (Lambda, API/G

Cloud concepts and platforms

Scripting languages (Shell, Python, JS

Security concepts for architectures

24x7 incident management

Job description

Cloud Support Engineer - Developer and Mobile Services, AWS Support Engineering

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Key job responsibilities

• You will resolve complex customer issues that can span multiple AWS services, using structured troubleshooting and root cause analysis to deliver tailored solutions.
• You will act as a trusted technical advisor to your customers, guiding the adoption and best-practice use of services such as Amazon EC2, Amazon S3, Amazon DynamoDB, Amazon RDS, AWS Lambda, and Amazon CloudFront.
• You will work with customer technical and business stakeholders on incidents, architectural trade-offs, support strategies, and risk management.
• You will work with AWS engineering and service teams to resolve complex issues, and share customer feedback and recurring patterns to help prevent future issues.
• You will help the wider team grow by creating technical content (articles, tutorials, trainings), building tools and review methods other engineers can use, mentoring teammates, and taking part in interviews.

A day in the life

• Work with engineering and service teams to resolve a critical, multi-service customer issue and find its root cause.
• Run proactive operational health reviews using the AWS Well-Architected Framework to spot risks and recommend improvements.
• Meet with customer stakeholders to discuss trade-offs, support strategies, and long-term cloud roadmaps.
• Help customers test their response plans through game days and disaster recovery exercises.
• Write technical content, build tools, and mentor teammates to raise the bar across the organization.

We operate on a follow-the-sun model, with sites and customers around the world, so working hours and days are based on customer demand. This role is primarily Monday–Friday, with weekend work on a rotational basis (for example, Sunday–Thursday or Tuesday–Saturday). This role may require travel of up to 10% or more.

About the team

AWS Support is a global, customer-facing organization that provides technical support and guidance to customers around the world. On this team, you will work with transformational cloud technology and support a global list of companies and developers, from innovative startups to Global 500 enterprises, as they use a growing set of AWS services to run their mission-critical applications.

Diverse Experiences

Amazon 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.

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. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and 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.

Preferred Qualifications

• Understanding of distributed computing environments
• Experience with serverless technologies such as AWS Lambda, Amazon API Gateway, AWS IoT, mobile and messaging technologies, or AI-related technologies
• Understanding of cloud computing concepts and/or experience with any cloud platform (AWS, Azure, Google Cloud)
• Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, Go, Java, .NET (C#), JavaScript
• Knowledge of security concepts and best practices for securing application architectures from external threats
• Experience with incident management for business-critical systems in a 24x7 environment, including post-incident reviews

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.