Escalation Engineer

2 weeks ago

Dublin, Dublin City, Ireland Amazon Web Services EMEA SARL (Irish Branch) Full time

Amazon has a solid record of delivering top-notch services with a goal to become the most customer-centric company on the planet, a brand that clients worldwide will respect, appreciate, and rely on for both our products and service quality.

Amazon Web Services (AWS) continues this legacy by spearheading the advancement in cloud technologies.

The team responsible for Escalation and Event Management (E2M) operates within the larger AWS Support organization. They handle critical escalations, execute operational customer communications, manage large-scale events with customer impact, and back the AWS Health service. The main objective of E2M is to boost operational excellence and enhance the overall customer experience.

E2M is on the lookout for individuals who are meticulous, analytical thinkers, creative problem solvers, and have a strong bias for taking action. They seek someone unbounded by conventional approaches and equally adept at diving into details and coordinating high-level initiatives.

If you champion for customers, thrive in highly technical projects aimed at enhancing the AWS customer journey, and enjoy collaborating with industry experts in a dynamic environment, all while taking pride in owning critical infrastructure services that cater to a global audience every moment, then you are the one E2M is searching for.

Moreover, if you are zealous about technology, eager to expand your knowledge, and achieve more with AWS, this role is tailor-made for you.

Key Job Responsibilities
  • Supporting external customers to integrate seamlessly with and utilize operational data from the AWS Health service
  • Collaborating with the AWS Health Engineering team to enhance the customer experience related to operational notifications sent by E2M on behalf of other AWS services
  • Teaming up with AWS Service Teams to create effective communications, address technical uncertainties, and improve customer engagement
  • Executing planned operational communications with customers aligning with AWS communication principles and style guidelines
  • Delivering precise, clear, and timely communication on tasks to relevant internal stakeholders
  • Developing a deep understanding of AWS services, their inter-dependencies, and customer scenarios to boost customer experience and operational efficiency
  • Conducting post mortems on operational breakdowns, implementing corrective measures, and spotting areas for process enhancements
  • Other duties as needed by the organization

A day in the life at AWS Sales, Marketing, and Global Services (SMGS) revolves around driving revenue, adoption, and growth across various customer segments, ranging from small- and mid-market accounts to enterprise-level clients, including the public sector. The AWS Global Support team engages with leading organizations and believes that top-notch support is pivotal for customer triumph. AWS Support collaborates with a diverse group of customers constructing critical applications using AWS services.

As members of the E2M Health team, we ensure customers are well-informed during challenges faced while utilizing AWS products and services. Our role involves executing planned operational communications via the AWS Health Service, enabling internal AWS Engineering Teams to assist and support customer success through this service. We proactively keep customers informed about any alterations or impacts on the AWS resources they employ, ensuring clear and beneficial communications. Due to our unique position as Escalation Engineers, we gain extensive exposure to various AWS technologies.

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all the preferred qualifications and skills outlined in the job description, we encourage you to apply. If you are at the early stages of your career, have taken a non-traditional path, or possess alternative experiences, do not hesitate to put forth your application.

Why AWS

Amazon Web Services (AWS) stands as the most comprehensive and widely adopted cloud platform globally. Marrying cloud computing innovation with unwavering dedication, we've earned the trust of startups and Global 500 companies who rely on our robust suite of products and services to fuel their operations.

Work/Life Balance

We advocate for work-life equilibrium. Succeeding at work should never demand sacrifices in your personal life, which is why we strive for flexibility as a core aspect of our work culture. When we feel supported both professionally and personally, there's no limit to what we can achieve in the cloud.

Inclusive Team Culture

At AWS, curiosity is in our DNA. Our employee-led affinity groups foster an inclusive culture that encourages us to celebrate our differences. Engaging events and learning opportunities such as Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to continuously embrace our uniqueness.

Mentorship and Career Growth

As we aim to be Earth's Best Employer, we are relentless in raising our performance standards. You'll find abundant opportunities for knowledge-sharing, mentorship, and other career development resources to nurture your growth as a well-rounded professional.

We are open to hiring individuals for roles based in Dublin, D, IRL.


BASIC QUALIFICATIONS
  • 3+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role OR
  • 5+ years of experience in technical operations or support focused on cloud infrastructure
  • Undergraduate degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a relevant field (or 6+ years of related work experience)
PREFERRED QUALIFICATIONS
  • Successful candidates in our team have demonstrated skills in one or more of these areas:
  • Industry-specific certifications like the AWS Associate level certifications
  • Familiarity with Cloud services emphasizing high availability and fault-tolerant design
  • Understanding of ITIL/Lean Processes
  • Ability to operate in ambiguous environments
  • Strong critical thinking and logical problem-solving abilities
  • Experience in data manipulation and/or automation using Python, JavaScript, or shell scripting
  • Effective prioritization and time management skills
  • Excellent technical writing skills in English

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