This role is part of the AWS Managed Services team, focusing on accelerating cloud adoption through automation and machine learning. The team collaborates closely with Operations, Database, and Network Engineers to tackle complex technical challenges. The successful candidate will develop trusting relationships with customers and utilize their technical skills to address support cases. This position emphasizes a culture of inclusion, work-life balance, and continuous learning.

• Bachelor's degree in computer science or equivalent.
• 4+ years of network and operating system support experience.
• 4+ years of experience with virtualization, orchestration, and cloud computing.
• Experience with aspects of security including network, application, and security protocols.
• Experience with Configuration Management Software.
• Scripting and/or programming experience with at least one scripting language such as PowerShell, Ruby, Python, or Bash.
• Experience in a DevOps team supporting CI/CD workloads.
• Experience configuring, managing, or troubleshooting systems of scale.
• Experience in Networking including deploying and troubleshooting LAN, VPN, Firewalls, and TCP/IP.

• Develop trusting relationships with customers to understand their business needs.
• Review service disruptions and monthly/quarterly metrics with customers.
• Utilize technical skills to investigate complex support cases and technical challenges.
• Collaborate with Operations, Database, and Network Engineers to solve technical challenges.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.