Support Engineer

Description

Applicants must be Australian citizens and hold or be eligible to obtain an Australian Government Security Clearance with the ability to successfully complete an Organisational Suitability Assessment. For more information regarding security clearances please visit (https://www.agsva.gov.au/).

The AWS Region Services team combines AWS global cloud leadership with Australian security expertise to deliver highly secure, scalable environments for sensitive workloads. We’re creating innovative ways to use cloud computing, artificial intelligence, and machine learning while maintaining the highest standards of security and operational excellence.

The Engineering organisation within Region Services is structured across core capability pillars: Compute & Machine Learning, Security Identity & Compliance, Storage & Databases, and a growing capability domain. Collectively these pillars encompass a team of varying technical skillsets, including Engineers; Technical Program Managers and Subject Matter Experts, organised into focused sub-teams.

This is an opportunity to make a lasting impact on Australia’s digital future. You’ll work with AWS services, implement innovative solutions, and help customers succeed in their most important missions. We’re committed to helping our builders grow through continuous learning, mentoring, and collaboration with industry experts. Are you ready to build the future of secure cloud computing in Australia?

Key job responsibilities
- Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
- Interact with engineers and partner with other AWS teams to help reproduce and resolve customer issues.
- Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
- Drive customer communication during critical events.
- Drive projects that improve support-related processes and our customers’ technical support experience.
- Write tutorials, how-to videos, and other technical articles for the developer community.
- Work on critical, highly complex customer problems that may span multiple AWS services.
- Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, 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.

A day in the life
Your day starts with a queue of challenges — each one unique, each one an opportunity to make a real difference. You pick up a complex case that spans multiple AWS services: a customer's workload is behaving unexpectedly, and the answer isn't obvious. You lean into your troubleshooting instincts, methodically isolating variables until the picture becomes clear.

Mid-morning, you're on a call with a development team, working together to reproduce an elusive issue in a controlled environment. Your customer-facing perspective brings context that accelerates the investigation, and together you identify a fix that will benefit every customer on the platform.

A critical event notification arrives after lunch. You step into the communication lead role, drafting clear, empathetic updates that keep customers informed while the engineering team drives resolution. Your calm, authoritative presence builds trust during uncertainty.

Between cases, you carve out time for a tutorial you've been writing — a step-by-step guide that will help hundreds of developers avoid a common pitfall you've seen repeatedly. You record a short how-to video to accompany it, knowing this content will deflect future cases and empower the community.

Late afternoon, you join a mentoring session with a new hire, walking them through your approach to a tricky scenario. Their questions sharpen your own thinking. Before you wrap up, you review a process improvement proposal you've been developing with leadership — a small change that will meaningfully reduce resolution times across the team.

About the team
Region Services provides the highest caliber Operational Solutions and Cleared Support for services within our Regions. We provide 'hands on keyboard' support to our service teams by deploying changes into these isolated regions, monitoring the results, and reporting any issues that are observed.

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

- 1+ years of technical support experience
- Experience scripting in modern program languages
- Knowledge of networking protocols such as HTTP, DNS and TCP/IP
- 1+ years of Linux systems administration and/or development experience

Preferred Qualifications

- Experience troubleshooting and debugging technical systems
- Bachelor's degree, or 1+ years of relevant technical position experience
- Knowledge of cloud computing concepts and design considerations
- Experience with networking fundamentals
- Experience with server, storage, networking, or large-scale distributed systems

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
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.