Cloud Support Engineer

Join Amazon Web Services (AWS) as a Cloud Support Engineer specializing in Security. In this pivotal role within the AWS Support team, you will be instrumental in assisting a diverse global clientele, from emerging startups to enterprise giants, in leveraging the full potential of our cloud services. You will act as a Cloud Ambassador, equipping customers with the necessary tools and strategies to maximize their investment in AWS products and support.

Are you passionate about cutting-edge cloud technologies and eager to help customers understand application architectures and integration strategies? Do you possess a strong grasp of best practices for applications, servers, and networks? If you are driven to be part of a customer-facing technology team that ensures the success of Amazon Web Services, a leader in the cloud landscape, we want to hear from you. We are a team of dedicated professionals committed to cloud computing excellence and the belief that world-class support is crucial for customer success.

Key Responsibilities:

As a Cloud Support Engineer, your primary focus will be on resolving customer issues across various communication channels, including phone, email, and live chat. You will employ advanced troubleshooting methodologies to deliver customized solutions and engage customers to identify the root causes of their technical challenges.

Beyond resolving a wide array of technical issues, you may also mentor new team members, develop and deliver training programs, collaborate with development teams on complex problems or contact deflection initiatives, participate in the hiring process, create scripts and tools to enhance team efficiency, and contribute to process improvements and strategic projects aimed at elevating customer experience and ensuring adherence to global AWS standards.

This role operates on a follow-the-sun model, with global Support Engineering sites, meaning there is no requirement for after-hours on-call support or mandated overtime.

A Typical Day Involves:

• Continuously learning and applying new technologies.
• Utilizing advanced troubleshooting techniques to provide innovative solutions for unique customer needs.
• Engaging with leading technologists worldwide to resolve customer issues.
• Collaborating with Amazon teams in India to reproduce and resolve customer problems.
• Providing valuable feedback to internal Amazon teams based on extensive customer support experience to drive service improvements.
• Managing customer communications during critical events.
• Leading projects that enhance support processes and the overall customer technical support experience.
• Developing tutorials, how-to videos, and other technical content for the developer community.
• Tackling complex, critical customer problems that may span multiple AWS services.

About The Team:

AWS values a diverse range of experiences. We encourage applications even if you don't meet every preferred qualification. If your career path is non-traditional or includes diverse experiences, don't hesitate to apply.

AWS is the world's most comprehensive and widely adopted cloud platform. Our history of innovation, from pioneering cloud computing to continuously enhancing our robust suite of products and services, makes us the trusted choice for businesses of all sizes.

We foster an inclusive culture where curiosity and connection are paramount. Our employee-led affinity groups and company-sponsored events promote diversity and empower individuals to celebrate their unique backgrounds. These initiatives build stronger, more collaborative teams and fuel our continuous innovation with fresh perspectives.

We are committed to being Earth's Best Employer, offering abundant opportunities for knowledge sharing, mentorship, and career advancement to help you grow as a well-rounded professional.

We believe in work-life harmony, recognizing that professional success should not come at the expense of personal well-being. We strive for flexibility in our working culture, understanding that supported employees, both at work and at home, can achieve extraordinary results.

Basic Qualifications:

• Bachelor's degree or equivalent practical experience in a technical field.
• A minimum of 2 years of experience in security and operating system support, and distributed systems.
• Demonstrated experience in information security and compliance.

Preferred Qualifications:

• Experience deploying Identity and Access Management (IAM) systems for securing production and corporate access, including SSO and SAML.
• A solid understanding of cloud security across Identity, Monitoring, Auditing, and Cryptography.
• Knowledge or hands-on experience with a broad range of security technologies such as NextGen Firewalls, WAF, SIEM, Endpoint Security, and more.

Our inclusive culture empowers Amazonians to deliver exceptional results for our customers. If you require workplace accommodations or adjustments during the application or hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. For regions not listed, please contact your Recruiting Partner.