At a Glance
- Tasks: Help customers solve technical issues in the cloud using advanced troubleshooting techniques.
- Company: Join Amazon Web Services, a leader in cloud technology and innovation.
- Benefits: Enjoy career development opportunities, training programs, and a supportive team environment.
- Other info: Shift work required, including nights and weekends; diverse and inclusive workplace.
- Why this job: Be part of a dynamic team that values mentorship and knowledge-sharing while tackling exciting challenges.
- Qualifications: Experience in software development or technical support; troubleshooting skills are essential.
The predicted salary is between 28800 - 48000 £ per year.
Amazon Web Services 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 Amazon Web Services (AWS) as a leading technology organisation?
If you fit the description, you might 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?
Every 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' individual needs.
· Interact with leading engineers around the world.
· 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.
· 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.
Key job responsibilities
WHAT DOES A CLOUD SUPPORT ENGINEER DO AT AWS?
· 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 organisation 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.
· AWS Premium Support is a 24/7/365 operation and shift work will be required to include nights, weekends and holidays.
· You will need to be a UK national and able to obtain and maintain a UK Government Security Clearance. Further details found here: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels
About the team
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge-sharing and mentorship. Our senior members enjoy one-on-one mentoring and thorough, but kind, code reviews. We care about your career growth and strive to assign projects that help our team members develop your engineering expertise so you feel empowered to take on more complex tasks in the future.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
About AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
- Experience in software development, or experience in technical support
- Experience troubleshooting and debugging technical systems
- Bachelor's degree in computer science or equivalent
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Cloud Support Engineer, Support Engineering employer: Amazon
Amazon is an exceptional employer, offering a dynamic internship experience in the vibrant region of Yorkshire and the Humber. With a strong focus on employee growth, interns benefit from hands-on project delivery, collaboration with industry experts, and a clear pathway to graduate opportunities, all within a supportive work culture that values innovation and data-driven decision-making.
StudySmarter Expert Advice🤫
We think this is how you could land Cloud Support Engineer, Support Engineering
✨Tip Number 1
Familiarise yourself with AWS services and features. Understanding the core products and how they integrate will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Engage with the AWS community through forums, webinars, or local meetups. Networking with current employees or other professionals can provide insights into the company culture and expectations for the Cloud Support Engineer role.
✨Tip Number 3
Brush up on your troubleshooting skills. Since this role involves solving complex customer issues, being able to articulate your problem-solving process during discussions will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience in customer support. Highlight specific examples where you've successfully resolved technical issues, as this will showcase your ability to thrive in a customer-facing role.
We think you need these skills to ace Cloud Support Engineer, Support Engineering
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in software development and technical support. Emphasise any troubleshooting skills and familiarity with cloud technologies, as these are crucial for the Cloud Support Engineer role.
Craft a Compelling Cover Letter:In your cover letter, express your passion for cloud computing and customer support. Mention specific examples of how you've helped customers solve technical issues in the past, showcasing your problem-solving abilities.
Showcase Technical Skills:Include a section in your application that lists your technical skills, particularly those related to AWS services, application architectures, and integration approaches. This will demonstrate your readiness for the role.
Highlight Team Collaboration:Since the role involves working with various teams, mention any previous experiences where you collaborated with others to resolve complex issues or improve processes. This shows your ability to work well in a team environment.
How to prepare for a job interview at Amazon
✨Show Your Technical Skills
As a Cloud Support Engineer, you'll need to demonstrate your technical expertise. Be prepared to discuss your experience with troubleshooting and debugging technical systems, and provide specific examples of how you've solved complex problems in the past.
✨Understand AWS Services
Familiarise yourself with the various AWS services and their applications. During the interview, be ready to explain how these services can be integrated into customer solutions and how you would assist customers in leveraging them effectively.
✨Emphasise Customer Support Experience
This role is heavily focused on customer interaction. Highlight your previous customer support experience and share examples of how you've successfully communicated with clients to resolve issues and improve their experience.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice articulating your thought process when faced with a technical issue, including how you would approach troubleshooting and what steps you would take to resolve it.
