Cloud Support Engineer

Job DescriptionAWS 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 & English language is a requirement. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment. For more information on ESC please check out our blog: 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 RequirementsFluency 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.Key Job ResponsibilitiesOn 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 & 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.About the TeamOur diverse team of technical experts across AWS helps customers design, build, operate, and secure their cloud environments. We work with AWS Professional Services, AWS Training and Certification, AWS Support, Managed Services, AWS Security Assurance Services, and more. You’ll join a diverse team of experts in dozens of countries who help customers achieve more with the AWS cloud.Why AWS?Amazon Web Services 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 CultureAWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.Mentorship & Career GrowthWe’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 BalanceWe 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.Basic QualificationsNational of an EU member state.Excellent oral/written communication skills in English and German.Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent 6+ months experience in a technical position.Knowledge or experience with troubleshooting OS issues and knowledge or experience of the networking OSI model and knowledge or experience analyzing, troubleshooting, and providing solutions for technical issues.Preferred QualificationsExperience in monitoring and/or troubleshooting OS administration (Linux/Windows) and network essentials (DNS, TCP/IP).Experience in one of the following areas: Databases, Big Data, Analytics, Security, Development languages (Python, Ruby, PHP, Java, .NET, C#, JavaScript), Storage or Content Delivery, DevOps, Windows, Linux or networking.Amazon is an equal opportunities employer. 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