Cloud Support Engineer (Big Data / AI ML)

In AWS Support (https://aws.amazon.com/premiumsupport/), every day will bring new and exciting challenges on the job. As you interact with leading engineers and customers around the world to build, troubleshoot, secure, and optimise their workloads. You will learn a diverse set of cloud technologies as you hone your advanced troubleshooting techniques. As you work with customers, you will apply what you learn to continuously improve our services and create internal as well as public tutorials and videos that enable others. A successful candidate is not expected to be a cloud expert prior to joining AWS, but securing a role as a Cloud Engineer in AWS Support is a great way to become one!


Key job responsibilities
On a typical day, a Cloud Engineer will be primarily responsible for solving customers’ issues through a variety of 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 to dive deep into the root cause of an issue.

Apart from working on a broad spectrum of technical issues, a Cloud Engineer in AWS may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact-deflection initiatives, participate in hiring, write tools and script to help the team, or work with leadership on process improvements and strategic initiatives

A day in the life
Every day will bring new and exciting challenges on the job while you:


Learn and use groundbreaking technologies, specifically within Machine Learning.

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.

We are open to hiring candidates to work out of one of the following locations:

Auckland, NZL | Wellington, NZL