Day in the life of a Cloud Support Associate at AWS

Amazon has become a household name across the globe, renowned for its revolutionary influence on the e-commerce industry. To accommodate for the rapidly evolving world of technology, Amazon continues to broaden their business interests and further its success as a multinational technology company.

What is Cloud Computing?

In particular, Amazon Web Services (AWS) has grown to be one of the world’s most broadly adopted cloud platforms, establishing the expected standard within the industry. AWS strives to provide scalable and effective cloud computing solutions to millions of rapidly growing start-ups and large enterprises.

Cloud Computing is the on-demand service of IT resources over the internet. Similarly to how you use electricity in your home without owning a power plant – through the cloud, you can utilise technological infrastructure without owning it.

AWS is one of many cloud service providers which allow users to utilise these technologies over the internet to fulfil a wide variety of needs; aiding healthcare sectors in developing personalised treatment plans for their clients, supporting financial service companies to power real-time fraud detection, and expanding online games to reach millions of players around the world.

For this reason, Cloud Support Associates are a vital component of AWS - ensuring that customer needs are fulfilled to the highest standard, providing a means to migrate customer infrastructure to the cloud and troubleshooting any related errors. 

Day in the life of a Cloud Support Associate

On a typical day, a Cloud Support Associate will directly interact with customers on customer contact channels such as telephone, email, and web/live chat – primarily focusing on solving the problems or cases specific to the client. 

After a thorough discussion with the client, the role of a Cloud Support Associate is to dive deeper and conduct further troubleshooting - pinpointing the root factors contributing to the client’s specific issue. As a Cloud Support Associate, the application of both experience and critical thinking skills are essential in providing a tailored solution to overcome the client’s problem. 

Through this process of diagnosing and developing a solution, associates often find a tremendous advantage in developing their career and professional skills whilst being able to rely on the support provided by management and their colleagues.

After being more familiarised in the role, AWS Cloud Associates may coach or mentor new hires, write scripts/tools to help the other team members or work with leadership to brainstorm improvements and new strategic initiatives. 

Furthermore, AWS Cloud Associates operate on a “follow-the-sun” model with many support sites located globally across many time zones. This flexibility provides an excellent work-life balance, allowing associates to conclude their day and enjoy their hobbies without the need for after-hours, on-call or mandated overtime. 

Conclusion 

Amazon cloud associates play a pivotal role in providing cloud solutions to AWS’ clients. Their significant impact on the business is supported by meaningful mentoring and leadership to ensure that employees can develop both professionally and personally. 

Amazon offers opportunities for students and graduates through their graduate programs and internship opportunities. For more information about the opportunities they offer, head to https://www.amazon.jobs/en/business_categories/student-programs

Sources:

Amazon. (2022). What is Cloud Computing? - Amazon Web Services. Amazon Web Services, Inc. https://aws.amazon.com/what-is-cloud-computing/

Amazon Web Services. (2021). Day in a Life of a Cloud Support Engineer. In YouTube. https://www.youtube.com/watch?v=CIuQZdq7_ao

Amazon Web Services, Inc. (2019). What is AWS? - Amazon Web Services. Amazon Web Services, Inc. https://aws.amazon.com/what-is-aws/