Employer: Amazon Web Services, Inc.
Position: Support Engineer II-Ext (multiple positions available)
Location: Seattle, WA

Multiple Positions Available:

1. 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.
2. 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
3. Responsible for staying current and continuously learning groundbreaking technologies.
4. Drive support-related processes improvement, focused on our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
5. 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.
6. Help coach/mentor new team members.
7. Conducting External Interviews for Hiring new talent, Conducting instructor led trainings for new hires
8. As a Subject Matter Expert for AWS MSK service, Help Customers in Evaluating and Analyzing their setup along with recommendations via Spec Reqs.
9. Responsible for Conducting Quality Checks of Support Cases as Q+ Champion.
10. Involvement in Various Support-related Projects around GenAI, automation and creation of labs for new hires.
11. 100% telecommuting permitted, work may be performed from anywhere in the U.S.
    (40 hours / week, 8:00am-5:00pm, Salary Range $100,693.00/year to $ 160,000.00/year)

Amazon.com is an Equal Opportunity – Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Basic Qualifications

A Bachelor’s degree or foreign equivalent in computer science or related field and 3 years of experience in job offered or systems engineering, database administration, technical
consultant, or related occupation.

Experience must include:

1. 3 years of experience in technical support.
2. 1 year of experience in software development.
3. 1 year of experience with object oriented language.

The pay range for this position in Seattle, WA is $100,693.00/year to $160,000.00/year; however, base pay offered may vary depending on job-related knowledge, skills, and experience A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided by Seattle, WA Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

Preferred Qualifications

All applicants must meet all the above listed requirements.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.