DESCRIPTION
Job summary
ABOUT US
Amazon's technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in Amazon Internet Services Private Limited (AISPL), you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.
Amazon has a fast-paced environment where we "Work Hard, Have Fun, Make History." On a typical day, an Engineer might thoughtfully work with customers to dive deep into the root cause of an issue, investigate why a metric is trending the wrong way or a deployment is failing, consult with a diverse range of engineers at AISPL and discuss radical new approaches to automate operational issues.
Key job responsibilities
ROLE DESCRIPTION
The AWS Premium Support team in Amazon Internet Services Private Limited (AISPL) is seeking an experienced Operations or Support Manager based in India to lead a team of 15-20 Support Engineers providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Support Engineers resolve customers' technical issues ranging from general guidance through technical deep-dives identifying and resolving complex configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.
Apart from working on a broad spectrum of technical issues, an AWS Engineer may also coach/mentor new hires, develop internal and external facing contents, deliver trainings, 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.
Our Engineers are also the "voice of the customer" and have a strong voice into the development teams for recurring issues or feature requests. As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role!
A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.
A day in the life
Key expectations of the AWS Support Manager include:
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