Cloud Support Engineer II (Deployment)
Description For Cloud Support Engineer II (Deployment)
AWS Support Engineering team (formerly Premium Support) is seeking a Cloud Support Engineer (Deployment) to provide technical assistance to customers utilizing AWS cloud services. The role focuses on helping customers innovate through technical support while continuously learning from various use cases. As a Cloud Support Engineer in the Deployment profile, you'll work with container technologies and CI/CD services, handling sophisticated troubleshooting across AWS's extensive service portfolio.
The Support Engineering team provides 24/7 Japanese technical support through web forms, phone, and chat. With support centers worldwide operating across different time zones, there's no need for night shifts. The team structure allows for smooth handoffs between regions, promoting work-life harmony.
The role involves working with over 200 services divided into 10 technical areas (profiles). This position specifically focuses on container technology services and CI/CD services within the Deployment profile. You'll be at the forefront of AWS technology, collaborating with architects and service teams to improve AWS services based on customer support experiences.
Key aspects of the role include:
- Mastering and implementing the latest AWS technologies
- Proposing AWS service improvements based on customer support experience
- Facilitating customer communication during critical events
- Driving support process improvements
- Creating technical content for the developer community
- Engaging with leading engineers worldwide
The position offers unique opportunities to:
- Access cloud infrastructure behind the scenes (including source code)
- Freely use AWS services
- Apply diverse experience and knowledge
- Grow rapidly while working with skilled engineers globally
- Work efficiently in a supportive team environment
- Maintain work-life balance
- Receive direct customer appreciation
The role requires both technical and communication skills, with a focus on container technologies and CI/CD services. You'll perform advanced troubleshooting while maintaining technical curiosity and a customer-centric approach. While Japanese support is primary, English skills are needed for collaboration with international teams, mainly for written communication.
Responsibilities For Cloud Support Engineer II (Deployment)
- Provide technical support for AWS cloud services
- Learn and utilize latest AWS technologies
- Collaborate with AWS architects and service development teams
- Improve support processes and customer technical support experience
- Create tutorials and technical articles for developer community
- Communicate with engineers worldwide
- Handle customer inquiries through web forms, phone, and chat
Requirements For Cloud Support Engineer II (Deployment)
- 3+ years of engineering experience
- Experience with containers (Docker) or DevOps technologies (Kubernetes, Jenkins, Ansible)
- Ability to lead technical areas and share knowledge with team
- 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 8:00-20:00, including weekend rotations
Benefits For Cloud Support Engineer II (Deployment)
- Flexible work schedule
- Work-life balance
- Learning and development opportunities
- Global collaboration environment
- Access to AWS services
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