3 Days Left Technical Escalation Engineer, Enhanced Support Services

4 weeks ago


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

Sector: Engineering
Role: Professional
Contract Type: Permanent
Hours: Full Time

DESCRIPTION

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 organization, dedicated to managing critical technical escalations and working with all areas of AWS to improve the customer experience.

ABOUT YOU

ES2 is looking for detail-oriented, analytical thinkers and creative problem solvers, who confidently advocate for customers and excel in dynamic environments. You should be passionate about technology and eager to learn more about AWS.

ABOUT THE ROLE

As a member of ES2's Escalation Management team, you will:

1. Drive critical customer escalations to resolution, ensuring the right teams are engaged.
2. Communicate clearly and concisely with internal stakeholders, including AWS Senior Leadership.
3. Build an understanding of AWS services and customer use cases to enhance operational excellence.
4. Facilitate post-incident reviews and implement corrective actions.
5. Design and collaborate on automation solutions.
6. Perform other duties as required.

BASIC QUALIFICATIONS

1. 5+ years of experience in Support Engineering, Customer Escalations, or similar IT role.
2. 2+ years of experience in technical operations or support focused on cloud infrastructure.
3. Demonstrated knowledge of AWS Services.
4. Tertiary qualification/Bachelor's Degree in a related field or 6+ years of relevant work experience.
5. Open to working alternative hours, including weekends and holidays.

PREFERRED QUALIFICATIONS

1. Excellent written and oral English communication skills.
2. Industry-specific accredited certification(s) such as AWS Associate level certifications.
3. Familiarity with Cloud services focused on high availability.
4. Experience with data manipulation and/or automation.
5. Knowledge of ITIL/Lean Processes.
6. Effective prioritization and time management skills.
7. Ability to work in ambiguous environments.
8. Demonstrated critical thinking and problem-solving skills.

Amazon is an equal opportunities employer. We believe that employing a diverse workforce is central to our success. Please consult our Privacy Notice for information on how we handle personal data.

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