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.
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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.
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.
What's inside
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.
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Syllabus
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Activities
Review Communication Skills
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Refresh your communication skills to ensure effective interactions with customers in cloud support roles
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Communication Skills
Show steps
-
Review techniques for active listening and empathy
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Practice clear and concise communication, both verbally and in writing
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Study examples of effective communication strategies in a cloud support context
Provide Pro-bono Cloud Support
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Gain practical experience and contribute to the community by providing pro-bono cloud support
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Community Involvement
Show steps
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Identify non-profit organizations or initiatives that rely on cloud technology
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Offer your services as a volunteer cloud support engineer
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Provide remote or on-site support, troubleshoot issues, and assist with cloud-related queries
Review Cloud Technology
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Start by reviewing the foundational concepts of cloud technology to strengthen the base of knowledge
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Cloud Technology
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-
Recall key features and characteristics of cloud computing
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Research different cloud service models and cloud deployment models
-
Explore the benefits and challenges of using cloud technology
Five other activities
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Attend Cloud Support Workshops
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Enhance your skills and knowledge by participating in cloud support-focused workshops
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Skill Development
Show steps
-
Research and identify relevant cloud support workshops or events
-
Register and attend workshops conducted by industry experts or experienced cloud support professionals
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Engage in interactive sessions, demonstrations, and discussions
-
Network with other participants and exchange insights
Collaborate and Discuss
Show steps
Engage in discussions with peers to exchange ideas, insights, and experiences related to cloud support
Browse courses on
Collaboration
Show steps
-
Join online forums or communities dedicated to cloud support
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Participate in discussions, ask questions, and share your perspectives
-
Collaborate with peers on real-time cloud support challenges or projects
-
Attend virtual or in-person meetups and workshops related to cloud support
Test your Troubleshooting Skills
Show steps
Boost your troubleshooting abilities by practicing on simulated cloud support cases
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Troubleshooting
Show steps
-
Identify common issues and error messages in cloud environments
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Apply troubleshooting methodologies to resolve issues efficiently
-
Document and share your findings to improve overall knowledge
Document your Learnings
Show steps
Reinforce your understanding of cloud support concepts by creating documentation or tutorials
Browse courses on
Documentation
Show steps
-
Write blog posts or articles on specific cloud support topics
-
Create video tutorials demonstrating how to troubleshoot common issues
-
Contribute to open-source documentation projects related to cloud support
Design a Cloud Support Plan
Show steps
Develop a comprehensive plan outlining strategies and best practices for providing exceptional cloud support
Browse courses on
Project Management
Show steps
-
Define the scope and objectives of the cloud support plan
-
Identify key performance indicators and metrics for measuring support effectiveness
-
Establish escalation procedures and processes for handling complex issues
-
Outline training and development programs for support engineers
-
Create a knowledge base and documentation for quick reference and troubleshooting
Review Communication Skills
Show steps
Refresh your communication skills to ensure effective interactions with customers in cloud support roles
Browse courses on
Communication Skills
Show steps
- Review techniques for active listening and empathy
- Practice clear and concise communication, both verbally and in writing
- Study examples of effective communication strategies in a cloud support context
Provide Pro-bono Cloud Support
Show steps
Gain practical experience and contribute to the community by providing pro-bono cloud support
Browse courses on
Community Involvement
Show steps
- Identify non-profit organizations or initiatives that rely on cloud technology
- Offer your services as a volunteer cloud support engineer
- Provide remote or on-site support, troubleshoot issues, and assist with cloud-related queries
Review Cloud Technology
Show steps
Start by reviewing the foundational concepts of cloud technology to strengthen the base of knowledge
Browse courses on
Cloud Technology
Show steps
- Recall key features and characteristics of cloud computing
- Research different cloud service models and cloud deployment models
- Explore the benefits and challenges of using cloud technology
Attend Cloud Support Workshops
Show steps
Enhance your skills and knowledge by participating in cloud support-focused workshops
Browse courses on
Skill Development
Show steps
- Research and identify relevant cloud support workshops or events
- Register and attend workshops conducted by industry experts or experienced cloud support professionals
- Engage in interactive sessions, demonstrations, and discussions
- Network with other participants and exchange insights
Collaborate and Discuss
Show steps
Engage in discussions with peers to exchange ideas, insights, and experiences related to cloud support
Browse courses on
Collaboration
Show steps
- Join online forums or communities dedicated to cloud support
- Participate in discussions, ask questions, and share your perspectives
- Collaborate with peers on real-time cloud support challenges or projects
- Attend virtual or in-person meetups and workshops related to cloud support
Test your Troubleshooting Skills
Show steps
Boost your troubleshooting abilities by practicing on simulated cloud support cases
Browse courses on
Troubleshooting
Show steps
- Identify common issues and error messages in cloud environments
- Apply troubleshooting methodologies to resolve issues efficiently
- Document and share your findings to improve overall knowledge
Document your Learnings
Show steps
Reinforce your understanding of cloud support concepts by creating documentation or tutorials
Browse courses on
Documentation
Show steps
- Write blog posts or articles on specific cloud support topics
- Create video tutorials demonstrating how to troubleshoot common issues
- Contribute to open-source documentation projects related to cloud support
Design a Cloud Support Plan
Show steps
Develop a comprehensive plan outlining strategies and best practices for providing exceptional cloud support
Browse courses on
Project Management
Show steps
- Define the scope and objectives of the cloud support plan
- Identify key performance indicators and metrics for measuring support effectiveness
- Establish escalation procedures and processes for handling complex issues
- Outline training and development programs for support engineers
- Create a knowledge base and documentation for quick reference and troubleshooting
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