Cloud Support Associate

DESCRIPTIONAmazon has built a reputation for excellence and Amazon Web Services India Private Limited AWS India the local reseller of AWS is carrying on that tradition while leading the world in Cloud technologies 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 The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS servicesAWS Services provides developers and small to large businesses access to the horizontally scalable state of the art cloud infrastructure like S3 EC2 AMI Cloud Front and Simple DB that powers Amazon com Developers can build any type of business on AWS Platform and scale their application with growing business needs We want you to help share and shape our mission to be Earth s most customer-centric company Our evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA We do every day by inventing elegant and simple solutions to complex technical and business problems We re making history and the good news is that we ve only just begun This role requires the flexibility to work 5 days a week occasionally on weekends on a rotational basis AWS Support is 24x7x365 operations and work timings for this role is in India night time i e 7 PM to 4 AM IST or 11 PM to 8 AM IST You are expected to work in night shifts hours based on business requirements 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 CX and compliance with global AWS standards practices and policies Career development We promote advancement opportunities across the organization 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 Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events A day in the life Every day will bring new and exciting challenges on the job while you Learn and use groundbreaking technologies Apply advanced troubleshooting techniques to provide unique solutions to our customers individual needs Interact with leading technologists around the world and resolve customer issues Partner with Amazon teams in India to help reproduce and resolve customer issues Leverage your extensive customer support experience to provide feedback to internal Amazon teams in India 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 About the team 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 Why 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 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 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 BASIC QUALIFICATIONS- 0-1 years of experience in Linux Systems administration OR Database design and Optimization OR BigData Analysis OR Network administration OR Dev-ops Programming scripting experience Java Perl Ruby C and or PHP - Troubleshooting Support experience - Excellent oral and written communication skillsPREFERRED QUALIFICATIONS- Basics in OS concepts Linux Unix Systems administration Ubuntu CentOS RedHat Solaris etc Basic knowledge in Networking TCP IP DNS Database - Strong customer focus multi-tasking skills - Exposure to Cloud computing - Self-starter who is excited about technology - Ready to work in India night shift