Cloud Support Engineer (German & English speaking), Support Engineering (German & English speaking)

Job description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are.

We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

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 and English is a requirement.

As a Cloud Support Engineer you will act as the 'Cloud Ambassador' across all the cloud products, equipping our customers with required tools and 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.
• This role requires you to be a national of an EU member state.
• 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 customers' 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 and present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/scripts 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

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

Amazon values diverse experiences. Even if you do not meet all of the preferred 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.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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.