Amazon Web Services(AWS)is hiring a AWS Customer Support Associate in

Role Based in Durham

Flexible Role in Durham: AWS Customer Support Associate Company: Amazon Web Services (AWS) Worksite: Durham, NC

Salary: $22-$28/Hour (approx. $52k/Year)

Benefits: A competitive compensation package is offered. Flexible contract/gig opportunity in Durham.

Responsibilities

This role centers on your professional skills within the Cloud Computing And IT space in Durham.

• This Durham-based role is an excellent opportunity for professionals skilled in relevant skills.
• Our Amazon Web Services (AWS) team in Durham, NC is growing.
• Benefit from working in Durham, a key hub for the Cloud Computing And IT industry.

Pioneering the Future of Global Cloud Computing

At Amazon, our mission is to be Earth's most customer-centric company, and Amazon Web Services (AWS) is the massive, unseen infrastructure that powers the internet. Our Data Centers are highly secure, heavily fortified physical fortresses containing the servers that run millions of businesses worldwide. While much of IT is done remotely, the physical hardware requires elite, hands-on, in-person attention. We are actively seeking highly technical, physically capable individuals with a strong Bias for Action to serve as the critical on-site support for our engineering teams and external vendor clients. When you step into a role as an AWS Data Center Physical IT Support Associate, you are taking on a heavily operational, 100% in-person role located directly inside the secure server floors. Please note that this is a fully on-site, physical industrial IT position requiring strict security clearances; there are absolutely no remote, hybrid, or work-from-home capabilities for this role.

About the Role: The Anchor of the Cloud

As an AWS Data Center Physical IT Support Associate, you are the definitive hands-on problem solver of the cloud network. Stationed at a physical tech-desk directly inside the bustling, high-security Data Center, your primary objective is to manage hardware escalations, resolve immediate server racking failures, and assist highly stressed external vendor technicians and internal engineers who arrive at the secure dock to perform emergency maintenance. You are the critical link between the massive physical server racks and the internal AWS network management team. You will be utilizing proprietary IT ticketing software, heavy crash-carts, and direct radio communication to unblock massive server bottlenecks in real-time. This role demands exceptional technical troubleshooting skills, the physical agility to walk miles across the loud, highly air-conditioned server floor daily, and a relentless commitment to Amazon's "Deliver Results" leadership principle.

A Day in the Life of a Physical IT Support Associate

Your shift begins outside the secure perimeter of the AWS Data Center. You badge through the biometric turnstiles, pass through metal detectors, grab your anti-static safety gear, and head to the centralized IT dispatch desk. The massive server fans are roaring on the floor. Suddenly, a senior network engineer runs up to your desk—a critical fiber-optic link is failing in Server Hall B, and they need immediate physical assistance to trace the cable. You immediately log into your terminal, grab a heavy crash-cart loaded with diagnostic laptops and replacement cables, and physically walk the massive floor to hunt down the specific rack. You assist the engineer by physically tracing the lines, replacing the faulty hardware on the spot, and getting the server back online. Later in the afternoon, a highly frustrated third-party vendor walks into the physical security lobby; their replacement parts were supposed to be staged at Rack 44, but they are missing. You calm the vendor, radio the logistics team, physically walk the massive staging floor to hunt down the specific crate, utilize a pallet jack to retrieve it, and escort the vendor securely to the server. You spend your 10-hour shift executing this high-stress, deeply rewarding physical rhythm of IT firefighting.

Comprehensive and Detailed Responsibilities

• 100% On-Site Technical Support: Provide elite, face-to-face support directly from the secure data center dispatch desk. You will actively assist internal engineers and external vendor technicians with immediate, on-the-floor hardware routing issues, server rack failures, and missing parts investigations.
• Walk-In Vendor Escalations: Act as the physical face of AWS for third-party technicians who arrive at the hub seeking immediate resolution for delayed or misrouted high-value server components. You must utilize expert de-escalation techniques and physical warehouse searches to resolve their issues on the spot.
• Real-Time Hardware Remediation: Utilize highly advanced, proprietary AWS software to track IT tickets and server locations in real-time. If a massive server install is blocked by a missing rail kit, you must physically locate the parts, digitally update the ticket, and communicate the resolution directly to the waiting engineer.
• Physical Server Floor Navigation: Execute the physical demands of a high-security industrial IT environment. You will constantly leave your desk to walk the massive, loud, heavily air-conditioned concrete floor, pushing heavy crash-carts to assist with physical "remote hands" tasks (e.g., physically rebooting a frozen server).
• Strict Security Compliance: Maintain absolute, uncompromising adherence to all AWS physical security regulations. You will flawlessly verify technician identities, audit hardware removal paperwork, and ensure no unauthorized individuals bypass secure biometric checkpoints into the server halls.

What Our Associates Say: Real Employee Perspectives

The Physical IT Support role is highly prized by those who love technology but hate sitting at a traditional desk. A current on-site agent recently reviewed the role: "This is not your average IT helpdesk job. You are literally stationed in the middle of a massive, freezing cold, incredibly loud server farm. It is 100% in-person. You are dealing with stressed-out network engineers, demanding external vendors, and massive hardware deadlines. But if you love getting your hands dirty with actual physical servers, it is incredible. You are the absolute backbone of the cloud. I get my 15,000 steps in every day walking the floor pushing a crash-cart. You can't do this job from a laptop on your couch; you have to be in the trenches with the hardware. The pay is fantastic, the day-one health benefits are a lifesaver, and it is the absolute best stepping stone to becoming a full-fledged AWS Data Center Engineer."

Industry-Leading Total Rewards and Benefits

• Financial Wellness & Overtime: Earn a highly competitive hourly wage with massive opportunities for mandatory and voluntary overtime during critical infrastructure builds. You also have access to the Anytime Pay app to withdraw your earned wages daily.
• Total Healthcare Security: Gain immediate access to elite, comprehensive medical, dental, vision, and prescription drug coverage on Day 1, protecting you and your family without any waiting periods.
• The Career Choice Program: Amazon will pre-pay up to 95% of your college tuition or vocational trade school fees, empowering you to advance your career into advanced Network Engineering, Cybersecurity, or IT Management while working.
• Paid Time Off & 401(k): Accrue Paid Time Off (PTO) from your very first shift and build long-term wealth with a robust 401(k) retirement matching program.

Basic Qualifications and Physical Requirements

• Must be strictly 18 years of age or older and possess a High School diploma or equivalent educational credential. (CompTIA A+ or similar basic IT certifications are highly preferred).
• Must be fully available and committed to working a 100% on-site, physical industrial schedule, including early mornings, late overnights, weekends, and holidays. (No remote work).
• Must be able to pass an extreme, highly rigorous background check to obtain secure Data Center access badges.
• Exceptional physical stamina is an absolute requirement; you must be capable of standing and walking on concrete floors for up to 10-12 hours a day, pushing heavy tech-carts, and occasionally lifting heavy server hardware up to 49 pounds.
• Outstanding interpersonal and conflict-resolution skills required to aggressively de-escalate highly stressed engineers and corporate vendors in person.