Cloud Support Engineer

Join Amazon Web Services (AWS) Sales, Marketing, and Global Services (SMGS) as a Cloud Support Engineer (Security) in Bengaluru/Bangalore, India. You will be a Cloud Ambassador, empowering a diverse global customer base to maximize their use of AWS services. This role is ideal for individuals passionate about cloud computing, interested in customer success, and adept at troubleshooting application architectures, server, and network best practices.

As a customer-facing technical expert, your primary responsibility will be resolving customer issues through phone, email, and chat. You'll utilize advanced troubleshooting to provide tailored solutions, investigate root causes, and offer in-depth support. Beyond case resolution, you may mentor new hires, develop training, collaborate with development teams on complex issues and contact deflection, participate in hiring, create tools for team efficiency, and contribute to process improvements aligning with global AWS standards.

Embrace a dynamic work environment where you'll continuously learn new technologies, apply unique troubleshooting techniques, and interact with leading technologists worldwide. You'll partner with Amazon India teams to reproduce and resolve customer issues, provide valuable feedback for service improvement, manage customer communication during critical events, and lead projects to enhance support processes and customer experience. You will also contribute to the developer community by creating tutorials, how-to videos, and technical articles.

Key Responsibilities:

• Resolve customer technical cases via telephone, email, and web/live chat.
• Apply advanced troubleshooting techniques to provide tailored solutions.
• Dive deep into root cause analysis of customer issues.
• Mentor new hires, develop training materials, and present technical sessions.
• Partner with development teams on complex issues and contact deflection strategies.
• Write scripts and tools to improve team efficiency.
• Contribute to process improvement initiatives for better customer experience and AWS compliance.
• Drive customer communication during critical events.
• Develop technical content like tutorials and articles for the developer community.
• Address highly complex customer problems spanning multiple AWS services.

This role operates on a follow-the-sun model with globally distributed teams, meaning no after-hours on-call or mandated overtime.

About the Team:

AWS values diverse experiences and encourages applications from candidates with non-traditional backgrounds. We are the world's leading cloud platform, trusted by startups to Fortune 500 companies. Our inclusive culture fosters curiosity, connection, and empowers unique perspectives through employee-led affinity groups and collaboration. We are committed to mentorship and career growth, offering resources to help you develop into a well-rounded professional. We also prioritize work-life harmony, striving for flexibility to ensure success at work doesn't compromise personal life.

Basic Qualifications:

• Bachelor's degree or equivalent experience in a technical role.
• 2+ years of experience in security, operating system support, and distributed systems.
• Experience with information security and compliance.

Preferred Qualifications:

• Experience deploying Identity and Access Management (IAM) systems (e.g., SSO, SAML) for production and corporate access.
• Understanding of cloud security across Identity, Monitoring, Auditing, and Cryptography.
• Knowledge or experience with a broad range of security technologies including NextGen Firewalls, WAF, SIEM, and Endpoint Security.