Escalation Engineer, Escalation Engineer, Enhanced Support Services

4 weeks ago

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

We are seeking a detail-oriented Escalation Engineer to join our Enhanced Support Services (ES2) team. This role is part of the broader AWS Support organisation and focuses on managing critical escalations and collaborating with various areas of AWS.

About You

To succeed in this role, you should be an analytical thinker with strong ownership and a bias for action. You will confidently advocate for customers, maintain composure in high-pressure situations, and excel in dynamic environments while collaborating with industry experts.

About the Role
  1. You will 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. Broadly understand 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.
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.

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