Cloud Support Engineer I (Analytics)
Description For Cloud Support Engineer I (Analytics)
AWS Support Engineering team (formerly Premium Support) is seeking a Cloud Support Engineer (Analytics) to provide technical assistance to customers utilizing AWS cloud services. The role focuses on helping customers with their innovation through technical expertise. Through daily customer interactions, you'll engage with various use cases, creating a natural learning environment. You'll also provide feedback to service development teams about AWS service challenges and improvements identified through customer inquiries.
The Support Engineering team provides 24/7 Japanese technical support through web forms, phone, and chat. The Japanese support team has locations overseas, with multiple staff covering different time zones, eliminating the need for night shifts. The team structure allows for work-life harmony, with seamless handoffs between regions for urgent inquiries received near shift end.
As an Analytics profile engineer, you'll handle AWS services related to online analytical processing, Business Intelligence (BI), ETL, DWH, full-text search, monitoring, and graph databases. You'll be working with over 200 services divided into 10 technical areas (profiles).
The role involves learning and utilizing the latest AWS technologies, collaborating with AWS architects and service teams, managing customer communications during critical events, improving support processes, creating technical content for the developer community, and engaging with skilled engineers worldwide.
The position requires strong technical skills in analytics and data processing, along with excellent communication abilities. You'll need to understand customer needs comprehensively and provide accurate solutions while maintaining close customer relationships. While providing Japanese support, English skills are necessary for occasional collaboration with overseas support, development, and operations teams.
This is an opportunity to directly contribute to cloud computing innovation and make a broad social impact through AWS Support.
Responsibilities For Cloud Support Engineer I (Analytics)
- Provide technical support for AWS cloud services
- Troubleshoot and resolve customer issues related to Analytics services
- Work with AWS architects and service teams to improve AWS services
- Create technical documentation and tutorials
- Handle customer communications during critical events
- Improve support processes and customer technical support experience
Requirements For Cloud Support Engineer I (Analytics)
- Experience in RDBMS design, implementation, monitoring, and support
- Experience in search engine and business analytics application development and support
- Basic knowledge of Linux and Windows systems
- Basic knowledge of TCP/IP, DNS, routing, and firewalls
- Excellent Japanese communication skills (verbal and written)
- Ability to handle multiple tasks simultaneously
- English communication skills (reading and writing)
- Ability to work 8-hour shifts between 7:00-21:00, including weekend rotations
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