Cloud Support Associate (German & English speaking)

Overview

Amazon Web Services (AWS) is the market leader and technology forerunner in the Cloud business. AWS is launching the inaugural European Sovereign Cloud (ESC) and is seeking Support Engineers to help customers succeed in this new environment.

Key Job Responsibilities

First and foremost this is a customer support role in the cloud.

• Resolve customer cases via telephone, email, and web/live chat using advanced troubleshooting techniques.
• Provide tailored solutions and work with customers to deeply investigate and resolve root causes.
• Co‑coach or mentor new hires and develop training materials.
• Collaborate with product and development teams on complex issues and contact‑deflection initiatives.
• Write tools and scripts to improve team efficiency.
• Partner with leadership on process improvement and strategic initiatives to enhance customer experience and compliance with global AWS standards.
• Work a rotational schedule of five days a week, with occasional on‑call hours on weekends.

Eligibility Requirements

• Fluency in written and spoken German and English.
• Legal right to work in Germany.
• Relocation support available for successful applicants relocating within the European Union.
• Willingness to participate in on‑call rotations.

Basic Qualifications

• Bachelor's or Master's degree in information science, information technology, data science, computer science, engineering, mathematics, physics, or a related field, or equivalent experience.
• Bachelor's degree or above in Computer Science, Computer Engineering, Data Science, Information Systems, or related STEM fields, or experience from a technical internship.
• Nationality of an EU member state.
• Excellent oral and written communication skills in English and German.

Preferred Qualifications

• Experience in system administration and troubleshooting operating systems (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
• Experience in DevOps, serverless, software development and design, CI/CD, AI/ML, storage, networking, or databases.

Equal Opportunity Statement

Amazon is an equal opportunities employer and encourages applications from all qualified individuals irrespective of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or protected veteran status. Our diverse workforce is central to our success.