Overview

Class Central Tips

So far in the course series, students would have been introduced to general IT knowledge and some AWS foundations. In this course, students will be introduced to specific topics for the Support Associate role. The instructors will present the following: Cloud Support Associate best practices, how tools such as automation and genAI can help, troubleshooting methodologies, how Cloud workloads change support’s approach, root cause analysis, post-mortem writing skills, and how to be your customers’ trusted technical and business advisor. This course will also be the first one on the series where we will bring Amazon employees in support roles to talk about their experiences and best-practices when interacting with their customers. We brought two Amazonians who work as a manager to ask them questions about hiring on the role, and two Amazonians who work as Individual Contributors assisting customers. On camera, you can expect having the dynamic duo Morgan and Raf doing their best, which is sharing their experiences, as well as lecturing topics that will give you a good idea on what to expect on the Cloud Support field.

Syllabus

Understanding the Cloud Support Associate Role

Welcome to Module 1! This module serves as an introduction to the Cloud Support Associate (CSA) role, providing an overview of key responsibilities and best practices. Join experienced AWS professionals Raf Lopes and Morgan Willis as they share insights and anecdotes from their support careers. Explore the diverse tasks within support roles, from assisting customers with technical issues to implementing proactive strategies. Lastly, you'll gain an understanding of the unique challenges and opportunities presented by cloud support, including communication methods and escalation processes.

Interviews with Support Staff

Welcome to Module 2! Get ready to learn from the best as we welcome Amazonians to share their support expertise. You'll gain insights into the daily routines, hiring considerations, and preferences directly from support experts, including managers and individual contributors. Prepare for an engaging exploration of creativity, innovation, and most importantly, human ingenuity.

Customer Support Basics

Welcome to Module 3! In this module, you'll dive into the fundamentals of customer support in the cloud. You'll begin by understanding the core principles and best practices that define excellent customer support. Throughout the module, you'll focus on enhancing your communication skills and learn strategies to become proactive in addressing customer needs. Additionally, you'll explore how automation can streamline support processes and improve customer satisfaction. By the end of this module, you'll be well-prepared to deliver outstanding support and build strong customer relationships in a cloud environment.

Customer Support Techniques

Welcome to Module 4! In this module, you'll start by exploring how generative AI can enhance your support capabilities, followed by in-depth learning on various troubleshooting methodologies. Understand the unique impacts of cloud workloads on customer support and how to effectively manage these challenges. You'll also dive into Root Cause Analysis (RCA) to systematically identify and resolve underlying issues. By the end of this module, you'll have a comprehensive toolkit of advanced techniques to provide exceptional cloud support and drive continuous improvement.