Job Description

DESCRIPTION

As the world\'s largest cloud provider, Amazon Web Services (AWS) is redefining the cloud computing industry with more than 200 featured products and services. AWS Support Engineering teams span across the globe and implement innovative cloud computing solutions and solve technical problems. As a Cloud Support Engineer, you will be at the forefront of this transformational technology and acting as the \'Cloud Ambassador\' across all the cloud products. You will be arming our customers with required tools & tactics to get the most out of their Product and Support investment and contributing to a follow-the-sun roster to assist 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 for 24/7/365.

Would you like to equip yourself with the latest cloud computing technologies? Are you familiar with best practices for applications, servers and networks? If this sounds exciting to you, you might be the person we are looking for!

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:

• Work on critical, highly complex customer problems that may span multiple AWS services
• Apply advanced troubleshooting techniques to provide unique solutions to our customers\' individual needs.
• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve

services.

• Drive tactical & strategical 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.
• As we operate on a follow-the-sun model, with sites located globally, working hours and days are based on

customer demand and may include weekends (on a rotational basis).

WHY AWS SUPPORT? - First and foremost, this is a customer support role - in The Cloud.

• On a typical day, you will be primarily responsible for solving customer\'s issues through a variety of customer

contact channels which include web, live chat, and telephone.

• You will be provided both self-paced and instructor-led training that help you develop the skills required to be

successful in your role

• As your career advances, you may also have opportunity to coach/mentor new hires, develop & present training,

and participate in hiring.

• You will be promoted multiple options to advance your career across the organization to help you meet your

ultimate career goals

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 customer\'s 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/script to help the team, or work with leadership on process improvement and strategic initiatives.
• Career development: We promote advancement opportunities across the organization to help you meet your career goals.
• Training: We have training programs to help you develop the skills required to be successful in your role. We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven\'t been exposed to yet.
• AWS Support Engineering has 24/7/365 operation model and work schedule will be required to include nights, weekends and holidays.

About the team
INCLUSIVE TEAM CULTURE
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon\'s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

WORK/LIFE BALANCE
Our team puts a high value on work-life balance. It isn\'t about how many hours you spend at home or at work; it\'s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

MENTORSHIP/CAREER GROWTH
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. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - ON

BASIC QUALIFICATIONS

- Bachelor\'s degree in computer science or equivalent, or 3+ years of technical support experience
- 3+ years of network and operating system support experience
- Passionate about customers and new technology
- Fluency in both written and verbal Japanese

PREFERRED QUALIFICATIONS

- MS or PhD in related field
- Experience in Cloud/Distributed computing technology including large scale server fleet management and/or Hadoop environment management
- Demonstrated expertise in systems administration (Linux/Window), network administration, database administration
- xperience in programming and/or managing full application stacks from the OS up to custom applications

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.

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