Escalation Engineer, Escalation Engineer, Enhanced Support Services

20 hours ago

Dublin, Dublin City, Ireland Amazon Full time
Escalation Engineer, Enhanced Support Services (ES2)

Job ID: 2856715 | Amazon Web Services EMEA SARL (Irish Branch)

ABOUT US
Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

The Enhanced Support Services (ES2) team is part of the broader AWS Support organisation, dedicated to managing critical escalations and working with all areas of AWS, including Support Engineering and Service Teams, to improve the overall customer experience.

ABOUT YOU
ES2 is looking for detailed, analytical thinkers and creative problem solvers with strong ownership and a bias for action. You confidently advocate for customers, maintain composure in high-pressure situations, and excel in dynamic environments while collaborating with industry experts.

ABOUT THE ROLE
As members of ES2's Escalation Management team, we work to keep our internal customers informed and moving forward when they face challenges using AWS products and services. Responsibilities include:

  1. Drive critical, complex customer escalations in collaboration with Engineering Teams.
  2. Provide clear, concise, and timely communication on work items to relevant internal stakeholders.
  3. Build a broad understanding of AWS services to improve customer experience and operational excellence.
  4. Facilitate post-incident reviews, implementing corrective actions and identifying improvement opportunities.
  5. Design, build, or collaborate on solutions using automation and self-repair.
  6. Other duties as required by the organization.
BASIC QUALIFICATIONS

- 5+ years of experience in Support Engineering, Customer Escalations, or similar IT role
- 2+ years of experience in technical operations or support focused on cloud infrastructure
- Demonstrated knowledge and proficiency with AWS Services
- Tertiary qualification/Bachelor's Degree in a related field (or 6+ years of relevant work experience)
- Open to working alternative hours, including some weekends and holidays.

PREFERRED QUALIFICATIONS

- Excellent written and oral English communication skills
- Industry-specific accredited certification(s) such as AWS Associate level
- Familiarity with Cloud services focused on high availability and fault tolerance
- Experience with data manipulation and/or automation
- Knowledge of ITIL/Lean Processes
- Effective prioritization and time management skills
- Ability to work in ambiguous environments
- Ability to lead change and drive operational excellence improvement initiatives
- Demonstrated critical thinking and logical problem-solving skills

Posted: August 13, 2024 (Updated 1 day ago)

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