Cloud Support Engineer (German & English speaking)

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. Proficiency in oral and written communication skills in German & English Language is a requirement. 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. For more information on ESC please check out our blog: https://aws.amazon.com/blogs/aws/in-the-works-aws-european-sovereign-cloud/

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 organization?

If you fit the description, you might be the person we are looking for! We are a team that is passionate about cloud computing, and believe that world class support is critical to customer success.

Eligibility requirements:
* Fluency in written and spoken German and English is required.
* Successful applicants must have the legal right to work in Ireland
* Amazon will provide relocation support for successful applicants relocating within the European Union.
* This position involves On-call responsibility.

Key job responsibilities
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.

A day in the life
Learn and use ground breaking technologies.
Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
Interact with leading engineers around the world.
Partner with AWS 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.

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.

About the team
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re 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, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

About AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s 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
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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, there’s nothing we can’t achieve in the cloud.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

- Excellent Oral/Written communication skill in the English and German language
- Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent 6 + months experience in a technical position
- Knowledge or experience with troubleshooting OS issues and knowledge or experience of the networking OSI model
- Knowledge or experience analyzing, troubleshooting, and providing solutions for technical issues

Preferred Qualifications

- Experience in Monitoring and/or troubleshooting of: OS Administration (Linux/Windows) and Network Essentials (DNS, TCP/IP)
- Experience in one of the following areas: Databases, Big Data, Analytics, Security, Development languages (Python, Ruby, PHP, Java, .NET, C#, JavaScript), Storage or Content Delivery, DevOps, Windows, Linux or Networking

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 (https://www.amazon.jobs/en/privacy_page) 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.