AWS Escalation Engineer

ABOUT US
Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

The Escalation and Event Management (E2M) team is part of the broader AWS Support organisation and is dedicated to managing critical escalations, customer facing operational communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer experience.

ABOUT YOU
E2M is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of “how things are usually done”, and you are equally comfortable operating in the minute detail, as well as with coordinating efforts at the forty thousand foot view. You confidently advocate for customers, maintaining composure in dynamic and high pressure situations. You are comfortable working on highly technical initiatives to consistently improve the AWS customer experience. You are someone who excels at working in a dynamic environment while collaborating with some of the smartest people in the industry, and you get excited about owning critical infrastructure services that serve global customers, every second of the day

Finally, you are passionate about technology with a desire to learn more and do more with AWS.

ABOUT THE ROLE
As members of the AWS Support E2M Event Management team, we work to identify widespread and systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customer impacting issues. When a problem is identified, we ensure the appropriate teams are engaged to drive the resolution of the problem and act as an advocate of the customer to both report on and manage the customer experience. Because of our unique role as Escalation Engineers, we have front-and-center limitless exposure to all things AWS, including numerous leading edge technologies.

Every day will bring new and exciting challenges that include elements of:

- Provide critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads and AWS Service Teams
- Provide crisp and timely communication on developing issues to relevant internal and external customers
- Drive down mean time to engagement and communication for all incident types
- Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
- Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
- Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues
- Build a broad understanding of AWS architecture and service inter-dependencies
- Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention
- Other duties as required by the organization

A day in the life
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
- 2+ years of experience with Incident/Event Management for mission critical services
- 1+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
- Bachelor’s degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 3+ years of relevant work experience)- Excellent written and oral English communication skills
- Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
- Experience creating or designing cloud application architectures with a focus on high availability
- Industry specific certification(s) such as the AWS SysOps Administrator certification
- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.