Amazon - Dallas, TX
posted 2 months ago
As a Cloud Support Engineer at Amazon Web Services (AWS), you will embark on an exciting journey to learn and leverage a variety of cloud technologies that empower our customers to succeed. This role positions you as a Cloud Ambassador across AWS products, where you will provide essential tools and strategies to help customers scale their impact in global markets. The focus of the Developer and Mobile Services (DMS) role is on supporting AWS mobile technologies such as Cognito, Device Farm, and Pinpoint, as well as serverless technologies including Lambda, API Gateway, and Step Functions. These areas represent some of the fastest-growing segments in technology, and you will play a crucial role in assisting developers to innovate and deliver exceptional experiences. Your daily responsibilities will encompass a range of activities, primarily centered around resolving customer cases through various contact channels, including telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions and work closely with customers to identify the root causes of issues. Additionally, you will drive initiatives aimed at enhancing support-related processes and improving the overall customer experience. This may involve creating tutorials, how-to videos, technical articles, and conducting training sessions. In this role, you will also leverage your customer support experience to provide valuable feedback to internal AWS teams on service improvements and tackle complex customer problems that may involve multiple AWS services. Continuous learning is a key aspect of this position, as you will be exposed to groundbreaking technologies and develop new technical skills and professional competencies. Furthermore, you will have the opportunity to participate in the hiring process by acting as an interviewer and mentoring new team members. The AWS Support Engineering team operates on a global scale, providing technical support to a diverse range of customers and internal teams. As a member of this team, you will be at the forefront of transformational technology, assisting companies and developers in utilizing a growing set of services and features to run their mission-critical applications. This role requires flexibility, as you will work five days a week on a rotational basis, which may include occasional weekends. Possible schedules include Sunday to Thursday, Tuesday to Saturday, or Monday to Friday.