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

The AWS Premium Support team is seeking experienced Support Engineers to provide world-class support on all AWS offerings. As a Cloud Support Engineer-I for the GovCloud Support Team, you will:

• Resolve customer technical issues ranging from EC2 Linux general guidance to complex Big Data (EMR, Data Pipeline) configuration and third-party integration issues
• Develop tools and interact with peers developing AWS offerings
• Coach/mentor new hires, develop & present training
• Partner with development teams on complex issues or contact deflection initiatives
• Participate in new hiring
• Write tools/scripts to help the team
• Work with leadership on process improvement and strategic initiatives
• Act as the "voice of the customer" to development teams for recurring issues or feature requests

Key responsibilities:

• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions
• Interact with leading engineers worldwide
• Partner with AWS teams to reproduce and resolve customer issues
• Provide feedback to internal AWS teams on service improvements
• Drive customer communication during critical events
• Lead projects to improve support processes and customer experience
• Write tutorials, how-to videos, and technical articles for the developer community
• Work on critical, highly complex customer problems spanning multiple AWS services

This role operates on a follow-the-sun model, with no after-hours on-call or mandated overtime. You'll work 5 days a week on a rotational basis, with schedules potentially aligning to Sunday-Thursday, Tuesday-Saturday, or Monday-Friday.

AWS values diverse experiences and fosters an inclusive team culture. They offer mentorship, career growth opportunities, and strive for work-life harmony.