Jobs at Amazon Web Services

DESCRIPTION

• Amazon Web Services (AWS) is the market leader and technology forerunner in the Cloud business. As a member of the AWS support team you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a cloud support engineer, you will act as the ‘cloud ambassador’ across all the cloud products, arming our customers with required tools and tactics to get the most out of their product and support investment
• Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers, and networks? Do you want to be part of a customer facing technology team helping to ensure the success of AWS as a leading technology organization?
• If you fit the description, you could be the person we are looking for. We are a group of smart people, passionate about cloud computing, and believe that world-class support is critical to customer success.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

• Each 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.
• Interact with leading engineers around the world.
• Partner with AWS teams to help reproduce and resolve customer issues.
• Leverage customer support experience to provide feedback with AWS teams on how to improve.
• Drive customer communication during critical events.
• Drive projects that improve support-related processes and our customers’ technical support experience.
• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.

WHY AWS SUPPORT?

• First and foremost, 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 customer contact channels (e.g., telephone, email, and web/live chat).
• You will apply troubleshooting techniques to provide solutions for our customers by thoughtfully working with customers to dive deep into the root cause of an issue.
• An AWS support engineer may also develop and train, 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.
• We promote advancement opportunities across the organization to help you meet your career goals.
• We have training programs to help you develop the skills required to be successful in your role. We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
• 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.

BASIC QUALIFICATIONS

• 6+ months of software development with object oriented language experience
• 6+ months of scripting language experience
• 6+ months of network and operating system support experience
• Bachelor's degree in computer science or equivalent, or 6+ months of technical support experience

PREFERRED QUALIFICATIONS

• Bachelor's degree

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DESCRIPTION

• For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform. offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure. Support Engineering provides global technical support to a wide range of customers using as they build mission-critical applications on top of services. Premium Support Global Business (Biz Ops) is a diverse team that provides the underlying infrastructure (tools, people planning, and processes) to enable decision making to ensure business success and is seeking an experienced Senior Workforce Analyst.
• In this role, you will be responsible for building relationships with a site’s leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160+ services 24/7 within Premium Support fields within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Key Responsibilities for Workforce Management Analyst:

• Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
• Delivers optimal schedule coverage for the and works with BI to create the needed mechanisms to report adherence
• Delivers skilling plans by site that are needed to ensure service coverage
• Plans and manages wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
• Proactively monitors performance and develops the needed paths to green when operations deviates from plan, coordinates with Site Leads on appropriate correction plans, and tracks adherence to plan
• Consults with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions
• Provides best practices and necessary guidance on scheduling non-casework time for engineers in order to maintain appropriate levels of service coverage
• Delivers site and profile level holiday scheduling plans
• Acts as link between Global Biz Ops and the business to continually provide feedback on how to align our planning process to reality

BASIC QUALIFICATIONS

• 3+ years of working cross functionally with tech and non-tech teams experience
• Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements
• 3+ years experience in workforce management

PREFERRED QUALIFICATIONS

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules