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 (US), 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
• Write tools/scripts to help the team and work on process improvement and strategic initiatives
• Act as the "voice of the customer" to development teams for recurring issues or feature requests
• Work on a follow-the-sun model with no after-hours on-call or mandated overtime
• Apply advanced troubleshooting techniques to provide unique solutions to customers' individual needs
• Interact with leading engineers around the world
• Partner with Amazon Web Services teams to reproduce and resolve customer issues
• Provide feedback to internal AWS teams on how to improve services
• Drive customer communication during critical events

Key responsibilities include:

• Learning and using groundbreaking technologies
• Applying advanced troubleshooting techniques
• Interacting with leading engineers globally
• Partnering with AWS teams to resolve customer issues
• Providing feedback for service improvement
• Driving customer communication during critical events

The role requires flexibility to 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 encourages candidates to apply even if they don't meet all preferred qualifications. The company offers ongoing events, learning experiences, and employee-led affinity groups to foster a culture of inclusion.

AWS provides mentorship, career growth opportunities, and resources for knowledge-sharing and professional development. The company also values work-life harmony and strives for flexibility in its working culture.