Cloud Support Engineer
4 days ago
As a member of the Amazon Web Services (AWS) Support team, you will be responsible for providing critical incident response and management for customer workloads and AWS Service Teams. You will work closely with internal stakeholders to drive the restoration of disrupted AWS services and act as an advocate for the customer to report on and manage the customer experience.
Key Responsibilities- Provide concise and timely communication on developing and progressing issues to AWS Support customers and internal stakeholders.
- Work to improve important metrics such as 'mean time to engagement' and 'mean time to communication' for all incident types.
- Facilitate Root Cause Analysis and Post Event Reviews after each event to minimize recurrence.
- Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that support and improve E2M's ability to deliver on that objective.
- Analyze data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues.
The AWS Support team is a diverse and inclusive team that values diverse experiences. We are looking for people who are detail-oriented, analytical thinkers, and creative problem solvers. If you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS, we encourage you to apply.
Basic Qualifications- Bachelor's degree in Computer Science, Engineering, Mathematics.
- 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role, Technical Operations or Support focused on cloud infrastructure.
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