Skills and Best Practices for Cloud Support Associates

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

• Identify best practices for cloud support
• Use automation and AI tools in support tasks
• Apply troubleshooting methodologies
• Perform root cause analysis
• Write effective post-mortem reports
• Enhance customer interaction skills

• No deep prior experience required
• Basic computer and internet skills
• Ability to read course instructions in English and complete short practice activities