Cloud Support Engineer I (Linux)

AWS Support Engineering team (formerly Premium Support) is seeking a Cloud Support Engineer (Linux) to provide technical assistance to customers utilizing AWS cloud services. This role is crucial in helping customers innovate through technical expertise.

As a Cloud Support Engineer (Linux), you'll be working on the frontlines of AWS's Linux profile, handling various customer inquiries and troubleshooting issues in Linux environments, virtualization, storage, and cloud migration services. The team provides 24/7 Japanese technical support through web forms, phone, and chat, with support centers across multiple time zones ensuring work-life harmony without night shifts.

Key Aspects of the Role:

• Learn and utilize the latest AWS technologies
• Collaborate with AWS architects and service teams to improve AWS services based on customer support experiences
• Facilitate customer communication during critical events
• Drive improvement projects for support processes and customer technical support experiences
• Create tutorials, technical articles, and how-to videos for the developer community
• Engage with leading engineers worldwide

The Support Engineering team handles over 200 services divided into 10 technical areas (profiles). This position specifically focuses on the Linux profile, investigating issues in Linux environments running on AWS, system building support, virtualization, storage, and cloud migration services.

What makes this role rewarding:

• Access to cloud infrastructure internals (including source code)
• Freedom to use AWS services
• Opportunity to leverage various experiences and knowledge
• Rapid growth through interaction with skilled engineers worldwide
• Efficient work environment with mutual support among employees
• Good work-life balance
• Direct customer appreciation driving motivation

The role requires both technical and communication skills. Technical curiosity and investigative mindset are essential for supporting constantly evolving AWS services. Strong communication skills are crucial for understanding customer needs and providing accurate solutions while maintaining customer relationships.

While providing Japanese support, English reading and writing skills are necessary for collaboration with overseas support teams and development/operations teams. Text-based communication is primary, and internal translation tools are available.

Work locations are available in either Tokyo or Osaka, with working hours between 7:00-21:00 (8-hour shifts) including weekend rotations on a monthly fixed schedule.