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Cloud Support Associate

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Amazon

26d ago

  • Job
    Full-time
    Entry & Junior Level
  • Software Engineering
    IT & Cybersecurity

AI generated summary

  • You should have 0-1 year experience in Linux, DB design, Big Data, or DevOps, programming skills, support experience, OS basics, networking knowledge, customer focus, and cloud exposure.
  • You will solve customer issues via various channels, apply troubleshooting techniques, mentor new hires, collaborate on complex problems, drive process improvements, and create technical content for the community.

Requirements

  • 0-1 years of experience in Linux Systems administration OR Database design and Optimization OR BigData Analysis OR Network administration OR Dev-ops.
  • Programming / scripting experience (Java, Perl, Ruby, C#, and/or PHP)
  • Troubleshooting / Support experience
  • Excellent oral and written communication skills
  • Basics in OS concepts / Linux/Unix Systems administration (Ubuntu, CentOS, RedHat, Solaris, etc).
  • Basic knowledge in Networking (TCP/IP, DNS) /Database
  • Strong customer focus & multi-tasking skills
  • Exposure to Cloud computing
  • Self-starter who is excited about technology

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 to ensure better CX and compliance with global AWS standards, practices and policies.
  • Learn and use groundbreaking technologies.
  • Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
  • Interact with leading technologists around the world and resolve customer issues.
  • Partner with Amazon teams in India to help reproduce and resolve customer issues.
  • Leverage your extensive customer support experience to provide feedback to internal Amazon teams in India 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.

FAQs

What is the experience requirement for the Cloud Support Associate role?

The role requires 0-1 years of experience in areas such as Linux Systems administration, Database design and optimization, Big Data Analysis, Network administration, or Dev-ops, along with programming/scripting experience in languages like Java, Perl, Ruby, C#, and/or PHP.

What key skills are needed for this position?

The key skills include troubleshooting/support experience, excellent oral and written communication skills, basic knowledge of OS concepts and Linux/Unix Systems administration, and familiarity with Networking and databases.

Is this position primarily customer-facing?

Yes, this is a customer support role that involves solving customer cases through various contact channels like telephone, email, and web/live chat.

What are the main responsibilities of a Support Engineer?

A Support Engineer is responsible for solving customer issues, applying advanced troubleshooting techniques, interacting with technologists, providing feedback on services, and working on process improvements related to technical support.

What kind of training is provided for new hires?

Training programs are available to help new hires develop the skills needed for success in their roles, including opportunities to present training or participate in focused summits.

Are there opportunities for career advancement in this role?

Yes, there are promotion and advancement opportunities across the organization to help you meet your career goals.

Can I work on projects that improve support processes?

Yes, part of the role involves driving projects that improve support-related processes and enhance the customer technical support experience.

What kind of technologies will I be learning?

You will learn and use groundbreaking technologies related to cloud computing and AWS services.

Will I have the chance to interact with other teams?

Yes, you will partner with Amazon teams in India and leverage your customer support experience to provide valuable feedback on service improvements.

Is prior experience in the cloud computing domain necessary?

While exposure to cloud computing is beneficial, it is not a strict requirement for this role.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.