Cloud Support Engineer, Support Engineering

AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

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 customers 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 havent 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:

About the team
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures and were 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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

About AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats 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 theres nothing we cant achieve in the cloud.

Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll 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

- Bachelors 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 ( 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.