Shaun Norris is the leader of the AWS Support site. AWS Support is a global organization that provides different tiers of technical support to AWS customers depending on their needs, from basic support to enterprise support. AWS Support helps customers launch migrations to AWS through advice, architecture design discussions, and assistance with AWS services and third party software. They also provide proactive support through tools like AWS Trusted Advisor, which provides recommendations to customers to improve security, performance, fault tolerance and reduce costs. Case studies show how AWS Support partners with customers like NASA, Obama for America, and Shazam to ensure their AWS infrastructure is optimized and to assist with issues during high profile events.