Why Join a Global Leader in Cloud Innovation?
At Amazon Web Services (AWS), we are the world’s most comprehensive and widely adopted cloud platform. From daring startups to Fortune 500 giants, millions of customers trust AWS to power their most critical applications. As a member of the AWS Support Engineering family, you will be at the forefront of this transformational technology, helping developers worldwide unleash the full potential of mobile and serverless services. We are looking for curious, innovative, and customer‑obsessed professionals who thrive in a fast‑moving, globally distributed environment. If you love solving complex technical puzzles, mentoring peers, and constantly expanding your skill set, this is the role for you.
About the Role – Cloud Support Engineer (Mobile & Serverless Services)
In this remote, full‑time position you will act as a Cloud Ambassador for Amazon’s most dynamic services—AWS Mobile technologies (Cognito, Device Farm, Pinpoint) and serverless offerings (Lambda, API Gateway, Step Functions). You will partner directly with customers through phone, email, and live chat, helping them troubleshoot, optimize, and scale their workloads in the cloud. Your expertise will drive not only immediate issue resolution but also longer‑term product improvements and knowledge sharing across the AWS ecosystem.
Key Responsibilities – What You’ll Do Every Day
- Customer‑Focused Issue Resolution: Diagnose and resolve complex technical problems across multiple AWS services, employing advanced troubleshooting techniques and deep root‑cause analysis. Communicate clearly and empathetically through phone, email, and live chat.
- Content Creation & Process Improvement: Develop high‑impact tutorials, how‑to videos, technical articles, and internal training materials that empower both customers and fellow support engineers.
- Feedback Loop to Product Teams: Capture recurring pain points and provide actionable feedback to AWS product groups, helping shape the roadmap for mobile and serverless services.
- Continuous Learning & Skill Development: Stay ahead of the curve by mastering new AWS features, emerging cloud trends, and industry best practices; share insights with the wider team.
- Mentorship & Talent Development: Participate in hiring panels, interview candidates, and coach new hires, fostering a culture of knowledge sharing and professional growth.
- Shift Flexibility: Work on a rotating schedule that may include weekends and varied weekday patterns (e.g., Sunday‑Thursday, Tuesday‑Saturday, or Monday‑Friday) to support our follow‑the‑sun model.
Essential Qualifications – What You Must Bring
- Technical Troubleshooting Experience: Minimum 1 year of hands‑on experience in software development or technical support, with a proven ability to debug complex systems.
- Educational Background or Equivalent: Bachelor’s degree in Computer Science, Engineering, Mathematics, or a related field, OR equivalent professional experience—including military or self‑directed learning pathways.
- Systems & Networking Knowledge: Proficiency with Linux and/or Windows operating systems, networking fundamentals (HTTP/S, TCP IP, DNS, OSI layers, routing, firewalls, LAN/WAN), and command‑line tools (traceroute, iperf, dig, curl).
- Database Acumen: Familiarity with relational database engines (MySQL, PostgreSQL, Oracle, MariaDB, SQL Server, Amazon Aurora) and concepts such as high‑availability, disaster recovery, and performance tuning.
- Customer‑Centric Communication: Ability to articulate technical concepts to non‑technical audiences, both verbally and in writing.
Preferred Qualifications – What Sets You Apart
- Distributed Computing Insight: Understanding of multi‑region, multi‑zone architectures and the challenges of distributed systems.
- Serverless & Mobile Experience: Hands‑on exposure to AWS Lambda, API Gateway, AWS IoT, Amazon Pinpoint, Cognito, Device Farm, or comparable serverless/mobile services.
- Cloud Platform Diversity: Experience with other cloud providers (Azure, Google Cloud) and a solid grasp of cloud security best practices.
- Programming & Scripting Skills: Proficiency in at least one of the following: UNIX Shell, Python, Ruby, Go, Java, C#, JavaScript, or R.
- Automation & Infrastructure as Code: Familiarity with tools such as CloudFormation, Terraform, or Ansible is a plus.
Core Skills & Competencies for Success
- Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose evidence‑based solutions.
- Adaptability: Thrive in a fast‑changing environment where new services are launched daily.
- Collaboration: Work seamlessly across global, cross‑functional teams, sharing knowledge and aligning on customer outcomes.
- Time Management: Prioritize multiple tickets and projects while maintaining high quality and adherence to SLA commitments.
- Growth Mindset: Regularly seek feedback, pursue certifications, and engage in continuous professional development.
Career Growth & Learning Opportunities
Amazon invests heavily in employee development. As a Cloud Support Engineer, you will have access to:
- AWS Certification Paths: Official training resources and exam vouchers for certifications such as AWS Certified Solutions Architect, Developer, and SysOps Administrator.
- Mentorship Programs: Pairing with senior engineers and leadership mentors to fast‑track your technical and career growth.
- Internal Mobility: Opportunities to transition into product engineering, solutions architecture, technical account management, or leadership roles within the expansive AWS organization.
- Learning Communities: Participation in AWS internal “Affinity Groups,” tech talks, hackathons, and Knowledge Sharing Sessions (KSS) that foster a vibrant learning culture.
Culture, Inclusion & Work‑Life Harmony
AWS prides itself on an inclusive, curiosity‑driven culture where diverse experiences fuel innovation. Highlights include:
- Employee‑Led Affinity Groups: Communities such as CORE (Conversations on Race and Ethnicity) and AmazeCon (gender diversity) that celebrate differences and provide safe spaces for dialogue.
- Flexible Remote Work: As a fully remote role, you can design a workspace that aligns with your personal productivity style while enjoying a healthy work‑life balance.
- Wellness Benefits: Access to mental‑health resources, virtual fitness programs, and wellness stipends.
- Employee Resource Networks: Initiatives that support veterans, parents, neurodiverse individuals, and other under‑represented groups.
Compensation, Perks & Benefits
We offer a competitive total‑compensation package that reflects market dynamics across U.S. geographic regions. While exact figures vary, the package typically includes:
- Base Salary: Ranges from $71,100 – $158,900 per year, dependent on location, experience, and skill set.
- Performance‑Based Bonus: Annual incentive tied to individual and company performance.
- Equity Awards: Restricted Stock Units (RSUs) that align long‑term interests with Amazon’s growth.
- Comprehensive Health Coverage: Medical, dental, vision, and prescription plans for you and eligible dependents.
- Retirement Savings: 401(k) with company match.
- Paid Time Off & Holidays: Generous vacation, sick leave, and paid holidays supporting recharge and personal commitments.
- Learning Stipends: Budget for courses, certifications, conferences, and books.
- Employee Assistance Programs: Confidential counseling, legal advice, and financial planning resources.
- Relocation & Home‑Office Support: Reimbursement for ergonomic equipment, high‑speed internet, and other remote‑work necessities.
How to Apply – Take the Next Step in Your Cloud Journey
If you are excited about helping developers build the next generation of mobile and serverless experiences, we want to hear from you. Even if you don’t meet every listed requirement, we encourage you to apply—diverse perspectives make us stronger.
Application Process:
- Submit your resume and a concise cover letter highlighting your most relevant experiences.
- Complete a short technical assessment designed to showcase your problem‑solving approach.
- Participate in virtual interviews with senior support engineers and hiring managers.
- Receive a personalized feedback session and, if selected, an offer that reflects your expertise and potential.
We are eager to welcome a passionate, curious, and customer‑centric professional to our global team. Join us in shaping the future of cloud‑enabled mobile and serverless innovation.
We Encourage You to Apply!
Even if you feel you’re not a perfect match, we would love to hear from you. Great people make great teams, and we’re excited to meet the next member of our friendly, high‑performing crew.
Apply Now