Vacant Jobs at Amazon Web Services

Key job responsibilities

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 a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
• Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, 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.
• Career development: We promote advancement opportunities across the organization to help you meet your career goals.
• Training: 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.

A day in the life

• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
• Drive customer communication during critical events.
• 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.
• This role supports our AWS Networking services, Direct Connect, VPN, VPC-Transit Gateway,Network Manager, Cloud WAN,Private 5G,Ground Station,Client VPN

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Key job responsibilities

• Real-time monitoring & reporting of schedule deviations, such as absenteeism, late login, early logout and other schedule non-adherence
• Work on real-time tickets related to schedule change requests, non-production requests
• Prepare and communicate daily handoff report to Workforce Management (WFM) leadership team on SL performance
• Recognize and initiate escalation process for system outages, and initiate appropriate tactics to ensure service levels are maintained
• Serve as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership
• Real-time monitoring of service levels and site performance to ensure effective management of the incoming and outbound phone, chat and email volume

A day in the life

• As a valuable member of the AWS Support Engineering team, you will be at the forefront of transformational technology assisting a global list of companies. Along with your Workforce Management peers, you will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. In this role you will have high visibility to all the operations teams internally.