Escalation Engineer

Found in: Talent IE C2 - 2 weeks ago

Dublin, Ireland Amazon Web Services EMEA SARL (Irish Branch) Full time
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 organization and is responsible for managing critical escalations, executing customer facing operational communications, handling large-scale customer impacting events and supporting the AWS Health service. 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”. 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 and 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 E2M’s Health team, we work to keep customers informed and moving forward when they are facing challenges using AWS’ products and services. We are responsible for executing planned operational communications through the AWS Health Service, enabling internal AWS Engineering Teams to interact with the AWS Health Service and supporting customers to be successful using AWS Health. We ensure customers are proactively informed of changes or impact to the AWS resources customers are using in their operation, ensuring communications are clear and beneficial to the customer experience. Because of our unique role as Escalation Engineers, we have limitless exposure to all things AWS, including numerous leading edge technologies.

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

- Supporting external customers to successfully integrate with and consume operational information from the AWS Health service
- Work with AWS Health Engineering team to improve the customer experience for operational notifications that E2M sends on behalf of other AWS services
- Partner with AWS Service Teams to craft communications, help to identify and remove technical ambiguity
- Execute planned operational communications to customers in accordance with AWS communication tenets and style guides
- Provide clear, concise and timely communication on work items to relevant internal stakeholders
- Build a broad understanding of AWS services, service inter-dependencies and customer use cases to improve the customer experience and operational excellence
- Facilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.
- Other duties as required by the organization

We are open to hiring candidates to work out of one of the following locations:

Dublin, D, IRL

BASIC QUALIFICATIONS

- 5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role OR
- 5+ years of experience in technical operations or support focused on cloud infrastructure
- 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)

PREFERRED QUALIFICATIONS

- Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
- 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
- Knowledge of ITIL/Lean Processes
- Ability to work in ambiguous environments
- Demonstrated critical thinking and logical problem solving skills
- Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
- Effective prioritization and time management skills
- Excellent English Technical writing skills

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