Support Engineer II-Ext - AMZ23045.3

Amazon Web Services (AWS) is seeking a Support Engineer II-Ext to resolve customer technical issues through various contact channels. The role involves advanced troubleshooting, mentoring new team members, and driving support-related process improvements to enhance customer experience.

Responsibilities:

• Resolving customer technical issues through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques providing tailored solutions and working to dive deep into the root cause of an issue
• Staffing a support operations role, accept escalated tickets from peers in support, and leverage technical skills to determine if an escalation to the service team is necessary
• Responsible for staying current and continuously learning groundbreaking technologies
• Drive support-related processes improvement, focused on our customers’ experience
• These can include tutorials, how-to videos, technical articles, trainings, among others
• Provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services
• Help coach/mentor new team members
• Conducting External Interviews for Hiring new talent, Conducting instructor led trainings for new hires
• As a Subject Matter Expert for AWS MSK service, Help Customers in Evaluating and Analyzing their setup along with recommendations via SpecReqs
• Responsible for Conducting Quality Checks of Support Cases as Q+ Champion
• Involvement in Various Support-related Projects around GenAI, automation and creation of labs for new hires

Requirements:

• A Bachelor's degree or foreign equivalent in computer science or related field
• 3 years of experience in job offered or systems engineering, database administration, technical consultant, or related occupation
• 3 years of experience in technical support
• 1 year of experience in software development
• 1 year of experience with object oriented language