Cloud Support Associate

Who you are

• Bachelor's or Master's degree in information science, information technology, data science, computer science, engineering, mathematics, physics, or a related field or equivalent experience
• Bachelor's degree or above in Computer Science, Computer Engineering, Data Science, Information Systems, or related STEM fields, or experience from a technical internship
• This role requires you to be a national of an EU member state
• Excellent Oral/Written communication skill in the English and German language
• Experience in system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related)
• Experience in at least one of these technology areas: DevOps, serverless, software development and design, CI/CD, AI/ML, Storage, Networking or Databases
• Even if you do not meet all of the preferred 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

What the job involves

• AWS is set to introduce the inaugural European Sovereign Cloud (ESC), to spearhead this initiative, we are actively seeking support engineers in this space
• Amazon Web Services is the market leader and technology forerunner in the Cloud business
• As a member of the AWS Support team for ESC 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 in ESC
• As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment
• This position involves On-call responsibility
• 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 to ensure better customer experience and compliance with global AWS standards, practices and policies
• This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis
• AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services
• Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud