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Escalation Resolution Expert

2 weeks ago

Dublin, Dublin City, Ireland Amazon Full time

We are seeking a highly skilled Escalation Resolution Expert to join our Enhanced Support Services (ES2) team at Amazon. This team is part of the broader AWS Support organisation, dedicated to managing critical escalations and working with all areas of AWS.

About the Job Description

This role involves working closely with various teams to resolve complex customer escalations. As a member of the ES2 Escalation Management team, you will be responsible for driving critical, complex customer escalations in collaboration with Engineering Teams. Your other key responsibilities will include:

  • Providing clear, concise, and timely communication on work items to relevant internal stakeholders
  • Building a broad understanding of AWS services to improve customer experience and operational excellence
  • Facilitating post-incident reviews, implementing corrective actions and identifying improvement opportunities
  • Designing, building, or collaborating on solutions using automation and self-repair

Key requirements for this role include 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, and a tertiary qualification/Bachelor's Degree in a related field.