• Participate in a daily operations model, supporting highly secured, compliant, resilient, cost-efficient, and high-performing solutions in the Amazon Cloud environments for our customers and partners. Provide technical support using well-known ITSM processes and tools via the web, email and phone.
• Collaborate closely with team members from consulting, engineering and product management to resolve customer issues, advocate product enhancements, bug fixes, and provide feedback on important features, product gaps and delivery matters.
• Timely elevate and escalate to the next support level when the case is complex.
• Identify and document all customer issues, feedback and enhancement requests in the ticket-tracking system.
• Always have the customer's interest in mind and think about long-term customer relationships.

  The Work:   Our customers have either just migrated to the cloud or have used it for a few years already. In both cases, we are their partners in the cloud journey, helping them achieve reliable, immutable, secure, and cost-efficient infrastructure. This means more than half of our time is spent making changes -from simple IP whitelists to CI/CD pipeline modifications. We rely on ITIL for change management to ensure we avoid incidents, but we do not follow the framework by the book.