Meet Shilpi, Cloud Support Engineer

Shilpi joined AWS in 2019 as a Cloud Support Engineer, based in Dublin, Ireland

HereAtAWS: Tell us about your career journey. What brought you to your current role at AWS?

Shilpi: Throughout my career, I have worked in multiple roles such as a Systems Engineer, Software Engineer and a Support Engineer, and I have learned a lot from each of them. I was working with virtualization technologies when my interest turned towards deep diving into the cloud. I did a lot of preparation before applying to AWS and in 2019 I joined as a Cloud Support Associate, relocating from India to Ireland. In only nine months, I was promoted to Cloud Support Engineer. There is rarely a day that goes by without learning something new here. Working with AWS is an experience in itself, where we act as ambassadors dealing with different cloud products and helping our diverse range of customers in both big and small ways.

HereAtAWS: Can you explain in simple terms: your role, who your customers are, and how you help them?

Shilpi: AWS Premium Support Engineers are deep technical advisors who apply advanced troubleshooting techniques to provide unique solutions to AWS customers' individual requirements. We are responsible for triaging and troubleshooting the technically challenging support cases, ensuring operational excellence, advocating for product quality and providing long term improvements. Premium Support engineers are also involved in publishing technical blogs, knowledge centre articles, mentoring new hires and delivering a wide range of trainings and boot camps.

HereAtAWS: What technical and/or soft skills do you need to succeed in your role?

Shilpi: As this role is primarily customer-facing, it certainly demands great communication skills, but  along with this one should also have a good understanding of two or more technologies varying from Windows, Linux, Storage, Networking, Databases, DevOps, Big Data and so on. It also involves relationship building skills to collaborate within diverse cross-functional teams here at AWS.

HereAtAWS: Have you had to learn any specific new skills (technical or soft) for your role?

Shilpi: I had a good technical background prior to AWS, however, cloud computing was entirely new to me. This is where I worked on myself to learn various services that AWS offers.

HereAtAWS: How does your work with customers help to make a positive impact on society?

Shilpi: I firmly believe that I am accountable to my customers to produce positive results by utilising AWS services. I do everything in my power to make them actually successful in achieving their goals and satisfying their organizational missions. In recent cases, during these times of COVID-19, I am happy to see how my contributions empowered my customers to enable their employees to successfully work from home by utilising AWS services.

HereAtAWS: At work, are you involved in any activities outside of your role?

Shilpi: At AWS, there is always a keen focus on overall development as an individual, team and organisation. Outside of my support role, I enjoy mentoring the newly hired engineers within my team, creating content for knowledge sharing, delivering quality workshops and virtual academies in the area of my subject matter expertise.

HereAtAWS: What’s the most exciting part of your job?

Shilpi: Helping my customers with their business-critical issues and using my skills to deliver the positive results that really make a difference to their business is what excites me the most. The Premium Support is global, which helps me to collaborate with some of the best minds across the world and learn alongside. Every day we roll up our sleeves, strive to innovate and make an impact.

HereAtAWS: What’s the most challenging part of your job?

Shilpi: Since Premium Support works directly with the customers and collaborates with many different cross-functional teams, challenges are inevitable to this job. There are times when the customers’ issue is new to you and this is where we have to think big, research a lot, reproduce them in-house and work to provide the best solution.

HereAtAWS: What advice would you give people joining AWS?

Shilpi: AWS lives by its virtues and we strongly believe in our Leadership Principles. This is a place that will offer you the maximum growth opportunities if you make the most out of every challenge you face. You are going to be a part of the most customer-obsessed organisation providing you the platform where you can work, learn and grow exponentially. It’s always “Day One” at Amazon so keep yourself motivated and strive to provide the best customer experience. Rest assured, it is going to be an AWSome journey.

HereAtAWS: What three words would you use to describe workdays at AWS?

Shilpi: Exciting, Inclusive and Inspiring.

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