Cloud Support Engineer, Support Engineering

Job :  | AWS EMEA SARL (UK Branch)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small‑ and mid‑market accounts to enterprise‑level customers including public sector.

Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team 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. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools and tactics to get the most out of their Product and Support investment.

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 organisation?

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

• Learn and use groundbreaking technologies.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs.
• Interact with leading engineers around the world.
• Partner with Amazon Web Services 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.

• 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 customers’ cases through a variety of contact channels including telephone, email, and web/live chat, applying advanced troubleshooting techniques to provide tailored solutions and working 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 or mentor new hires, develop and present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools or scripts to help the team, and work with leadership on process improvement and strategic initiatives.
• Career development:
  We promote advancement opportunities across the organisation to help you meet your career goals.
• Training:
  We have training programs to help you develop the skills required to be successful in your role.
• AWS Premium Support is a 24/7/365 operation and shift work will be required to include nights, weekends and holidays.

• You must be a UK national and able to obtain and maintain a UK Government Security Clearance. Further details can be found at
• Shift work (nights, weekends and holidays) is required as part of the 24/7/365 operation of AWS Premium Support.

• Experience in software development, or experience in technical support.
• Experience troubleshooting and debugging technical systems.

• Bachelor’s degree in computer science or equivalent.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.