Cloud Support Engineer-I, GovCloud Support Team (US)

The AWS Premium Support team is seeking experienced Support Engineers providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Engineers resolve customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and third-party integration issues. Support Engineers also develop many of their own tools and interact heavily with their peers developing the offerings. Apart from working on a broad spectrum of technical issues, AWS Support Engineers 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. Our Engineers are also the "voice of the customer" and have a strong voice into the development teams for recurring issues or feature requests.

As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role! A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues. This role requires the flexibility to work 5 days a week (occasionally on nights or weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday - Saturday or Monday - Friday.

Key job responsibilities: Every day will bring new and exciting challenges on the job while you: • Learn and use groundbreaking technologies • Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs • Interact with leading engineers around the world • Partner with Amazon Web Services teams to help reproduce and resolve customer issues • Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services • Drive customer communication during critical events

A day in the life: • 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