Cloud Support Engineer I (Analytics)

Cloud Support Engineer I (Analytics) is a role within the AWS Support Engineering team (formerly Premium Support) that provides technical assistance to customers using AWS cloud services. The job involves helping customers with their innovations through technical expertise, learning from various use cases, and providing feedback to service development teams based on customer inquiries. Key responsibilities include:

• Mastering and utilizing the latest AWS technologies
• Collaborating with AWS architects and service development teams to improve AWS services based on customer support experiences
• Facilitating communication with customers during critical events
• Driving projects to improve support processes and customer technical support experiences
• Creating tutorials, technical articles, and how-to videos for the developer community
• Communicating with leading engineers worldwide

The role requires a balance of technical skills and communication skills. It involves advanced troubleshooting based on broad and deep technical skills in online analytical processing, business intelligence (BI), and related fields. The engineer must have technical curiosity and a desire to learn, as AWS services are constantly evolving.

Communication skills are crucial for understanding customer needs, providing accurate responses, and working alongside customers to solve problems. While providing support in Japanese, there are opportunities to use English when collaborating with overseas support teams or development and operations teams.

The work environment offers a good work-life balance, with 24/7 support provided by teams across different time zones, eliminating the need for night shifts. The role also provides opportunities for continuous learning and growth through interactions with various customers and use cases.