Cloud Support Engineer-Windows, Support Engineering

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuously innovating.
Cloud
Mid-Level Software Engineer
Hybrid
5,000+ Employees
3+ years of experience
Enterprise SaaS · Cloud
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Description For Cloud Support Engineer-Windows, Support Engineering

As a Cloud Support Engineer at AWS, you will:

  • Learn at an accelerated pace how to use and leverage various cloud technologies to help customers succeed.
  • Act as a Cloud Ambassador across AWS products, providing customers with tools and tactics to scale their impact in worldwide markets.
  • Support AWS paid support customers running enterprise Microsoft workloads on EC2 Windows, including SQL Server, SharePoint, and Exchange, as well as associated roles such as Active Directory, IIS, etc.
  • Support WorkSuite services, Directory Service, Systems Manager, EC2 Image Builder, Migration Suite, Application Discovery Service, CloudWatch Application Insights, LicenseManager, and VM management portal products.
  • Solve customer cases through various contact channels (telephone, email, web/live chat), applying advanced troubleshooting techniques.
  • Drive initiatives to improve support-related processes and customer experience, such as creating tutorials, how-to videos, technical articles, and trainings.
  • Provide feedback to internal AWS teams on service improvements and work on complex customer problems spanning multiple AWS services.
  • Continuously learn groundbreaking technologies and develop new technical skills and professional competencies.
  • Act as an interviewer in hiring processes and coach/mentor new team members.

The role requires flexibility to work 5 days a week (occasionally on weekends) on a rotational basis, with schedules potentially aligning to Sunday-Thursday, Tuesday-Saturday, or Monday-Friday.

AWS Support Engineering is a customer-facing global organization operating on a follow-the-sun model, assisting a global list of companies and developers using AWS services for mission-critical applications.

AWS values diverse experiences and fosters an inclusive team culture through employee-led affinity groups, ongoing events, and learning experiences. The company emphasizes work-life harmony and provides flexible work arrangements.

Join AWS to be at the forefront of transformational technology and help shape the future of cloud computing.

Last updated 3 months ago

Responsibilities For Cloud Support Engineer-Windows, Support Engineering

  • Solve customer cases through various contact channels (telephone, email, web/live chat)
  • Apply advanced troubleshooting techniques to provide tailored solutions
  • Work with customers to dive deep into the root cause of issues
  • Drive initiatives to improve support-related processes and customer experience
  • Provide feedback to internal AWS teams on service improvements
  • Work on critical, highly complex customer problems that may span multiple AWS services
  • Continuously learn new technologies and develop technical skills
  • Act as an interviewer in hiring processes
  • Coach and mentor new team members

Requirements For Cloud Support Engineer-Windows, Support Engineering

  • Minimum of 3+ years of related professional experience
  • Bachelor's degree in Engineering/Computer Science/Mathematics or any related field or equivalent military experience
  • Experience with system administration and troubleshooting operating systems (Linux and/or Windows)
  • Experience with networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related)
  • Experience with enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL, Sharepoint, Exchange, Windows server, Single Sign On)
  • Experience with Windows troubleshooting tools (Event viewer, Task manager, WinDbg, Windows Sysinternals, perfmon, WPR/WPA)
  • Ability to communicate effectively in English (written and spoken) within technical and business settings

Interested in this job?