The Support Engineer II-Ext position at Amazon Web Services involves solving customer cases through various contact channels, including telephone, email, and web/live chat. The role requires applying advanced troubleshooting techniques to provide tailored solutions and working closely with customers to identify the root cause of issues. The engineer will drive initiatives to improve support-related processes and enhance customer experience through tutorials, how-to videos, technical articles, and training. Additionally, the position involves leveraging customer support experience to provide feedback to internal AWS teams, addressing complex customer problems that may span multiple AWS services, and continuously learning new technologies and developing professional competencies. The role also includes responsibilities such as interviewing candidates and mentoring new team members. This position allows for 100% telecommuting, but work must be performed within the Dallas, TX area.