Amazon reviews

60-80 hour work weeks are not uncommon during crunch times. You can usually take off a good chunk once the flames die down but Amazon would work you 24 hours a day if they could. Overall, IT staff are stretched thin and severely underpaid for what they are expected to accomplish.

-If you don’t have previous technical experience before coming in as a CSA, this role can be extremely challenging to learn. -Like the title of this role, this is a strictly support role. As many other reviews have mentioned, Premium Support is without a doubt a glorified call center. If you truly love working in tech support then this job is perfect for you. Would NOT recommend this role if you do not like working in support or have career goals working in cloud support. If you want more of a SDE or SWE role, this is not the position you want. -All managers are obsessed with metrics as your performance (and their performance) is based off of meeting metrics (case resolves.) if you don’t meet these metrics this raises a red flag to management and they’ll immediately get on you. Depending on your strengths and the service you work in metrics can be extremely stressful to meet and this is where work life balance starts to become exhausting. -Because of this obsession to meet metrics the quality of service given to AWS customers who pay for premium support is extremely below the bar. I’ve seen many CSA’s/CSE’s having to put the metrics above the quality of support just because “numbers” are the only thing that matter. Remember Amazon is a “data driven company” at its core. -You are only ever working on cases and pushed to working cases. No time for projects or developing unless you meet your metrics for multiple months. -RSU package is peanuts compared to other companies, however this may change now due to the stock splitting in June. Could say the same for Premium Support salaries. -Horrible work culture. Even when we would have social events virtually rarely anyone would go. No one really talks outside of work. - lastly, the training is comprehensive only if you are working in either Linux or Networking services. Depending on your domain and your team’s ability to train will really determine your success in this role. Some teams will not have enough available tenured engineers to help in proper training before you start taking casework. In my experience, I was only truly trained in my domain for about a week and a half then I was expected to start working with customers/taking case work. -Also, like any other support role, expect to work weekends and holidays.