Cloud Support Engineer; German & English speaking

AWS is launching the inaugural European Sovereign Cloud (ESC). 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 running mission‑critical applications in ESC.

• Fluency in written and spoken German and English is required.
• Successful applicants must have the legal right to work in Germany.
• Amazon will provide relocation support for successful applicants relocating within the European Union.
• This position involves on‑call responsibility.

On a typical day, a Support Engineer will be primarily responsible for solving customer cases through a variety of contact channels, including telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by working closely with customers to dive deep into the root cause of an issue.

Additional responsibilities include:

• Coaching/mentoring new hires and developing and presenting training material.
• Partnering with development teams on complex issues or contact deflection initiatives.
• Participating in new hiring and writing tools/scripts to support the team.
• Working with leadership on process improvement and strategic initiatives to ensure better customer experience and compliance with global AWS standards, practices, and policies.
• Maintaining flexibility to work 5 days a week (occasionally on weekends) on a rotational basis.

• Bachelor's degree or above in computer science, engineering, mathematics, or equivalent experience.
• National of an EU member state.
• Excellent oral and written communication skills in English and German.

• Experience in system administration and troubleshooting operating systems (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, trace route, iperf, dig, CURL or related).
• Experience in one or more of the following areas:
  Big Data, Dev Ops, Security, Systems Administration, software development, cloud technology.

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