Apply Now: Escalation Engineer, Escalation Engineer, Enhanced Support Services

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 Enhanced Support Services (ES2) (formally E2M) team is part of the broader AWS Support organisation and is a dive and save team who are dedicated to managing critical escalations, working with all areas of AWS including Support Engineering, Enterprise Support and the Service Teams to find a path to green for our customers. ES2’s purpose is to drive operational excellence and improvements to the overall customer experience.

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.

ABOUT YOU

ES2 is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with strong ownership and 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 driving critical incidents towards a path to green for our 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 ES2’s Escalation Management team, we work to keep our internal customers informed and moving forward when they are facing challenges using AWS’ products and services. We are responsible for driving critical customer problems to resolution, ensuring the right internal “Owners” are engaged to assist and act as an advocate for the customer. Because of our unique role as Escalation Engineers, we have limitless exposure to all things AWS, including numerous leading edge technologies.

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

Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.

Provide clear, concise and timely communication on work items to relevant internal stakeholders including AWS Senior Leadership.

Build a broad understanding of AWS services, service inter-dependencies and customer use cases to improve the customer experience and operational excellence.

Facilitating post incident review of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.

Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention.

Other duties as required by the organization.
- 5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, 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 Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field (or 6+ years of relevant work experience)
- Open to working alternative hours (i.e. 10am-6pm), including some weekends and holidays as required- Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
- Excellent written and oral English communication skills
- Industry specific accredited certification(s) such as the AWS Associate level certifications
- Familiarity with Cloud services with a focus on high availability and fault tolerant design
- 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

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.