AWS Support Specialist (m/w/d)

As an AWS Support Specialist at Devoteam, your responsibilities include addressing customer inquiries about AWS services, conducting onboarding sessions for new AWS users, and elucidating best practices for using the AWS Landing Zone. You will also identify and escalate more complex technical issues, ensuring that our clients receive the highest level of support.

To qualify for the AWS Support Specialist role at Devoteam, candidates should possess strong knowledge of the AWS platform and its core services. Experience in customer service or technical support within the cloud environment is essential. Additionally, excellent communication skills in both German and English are required, along with a structured, independent work ethic and a collaborative mindset.

While AWS certification, such as the AWS Certified Solutions Architect - Associate, is beneficial, it is not mandatory for the AWS Support Specialist position at Devoteam. However, having a solid understanding of AWS services and being willing to learn and adapt to new technologies is crucial.

At Devoteam, you will experience a modern work culture with flexible remote or hybrid working arrangements tailored to your needs. Our offices are located in prime areas and provide a vibrant workspace equipped with the latest technology. You’ll be a part of a dynamic team that values collaboration, creativity, and continuous growth.

Devoteam is committed to personal growth and offers numerous opportunities for development through our Devoteam Academy. We provide a variety of certified training programs and language courses designed to enhance your skills and advance your career. Moreover, we have an open company culture that encourages continuous learning and innovation.

To effectively handle customer inquiries, I would ensure to actively listen to the customer's concerns and then provide clear, concise information about the AWS services in question. It's essential to explain complex technical concepts in an easy-to-understand manner, showcasing my communication skills and customer-oriented approach.

In my previous role, I faced a complex technical issue involving an AWS service outage. I documented the steps taken, assisted the team in diagnosing the problem, and coordinated with the AWS support team to resolve the issue swiftly. This experience underscored the importance of teamwork and effective communication.

I have significant experience with various AWS services, including EC2, S3, and RDS. My familiarity extends to designing cloud architectures and managing solutions on the platform. This background equips me to assist clients effectively as an AWS Support Specialist.

I prioritize customer support tickets based on the severity and impact of the issues reported. During ticket triage, I evaluate each one and categorize them accordingly to ensure that critical issues are addressed promptly while providing timely updates to clients.

To enhance customer satisfaction, I focus on clear communication, active listening, and following up regularly with clients. I also gather feedback to identify areas for improvement which we can implement continually for a better support experience.

I stay updated on AWS features and updates through continuous education, leveraging resources such as AWS documentation, webinars, and participating in relevant forums and community groups. This proactive approach ensures I can provide informed support to our clients.

The AWS Landing Zone is a framework that helps organizations set up a secure, multi-account AWS environment based on AWS best practices. It simplifies the configuration of security, compliance, and governance policies that facilitate the deployment of applications within the cloud.

Communication is crucial in my role as an AWS Support Specialist. It's essential not only to convey complex technical details clearly to customers, but also to collaborate efficiently with team members and other departments to resolve issues effectively.

I contribute to a positive team environment by offering support to my colleagues, sharing knowledge, and actively participating in team discussions. I believe that promoting an open and collaborative atmosphere enhances team morale and productivity.

If I encounter a question I cannot answer immediately, I would acknowledge the inquiry and assure the customer that I will find the information. I would then consult resources or seek help from a more experienced teammate to ensure that I provide an accurate response as quickly as possible.