Escalation Engineer (EM), AWS Support, Escalation and Event Management

Escalation Engineer (EM), AWS Support, Escalation and Event Management

Job ID: Amazon Web Services Australia Pty Ltd

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Would you like the opportunity for the work you do every day to have an impact on a global scale? To work in a close-knit and supportive team advocating for the very best for your customers? Read on

ABOUT US

The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organization, is dedicated to managing critical escalations, customer-facing communications, and handling large-scale customer impacting events. E2M's purpose is to drive operational excellence and improvements to the overall customer support experience.

Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company. A company that customers from around the world will recognize, value, and trust, for our broad selection of products and services and the convenience they provide. AWS continues in that tradition, leading the world in cloud technologies.

Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building, significant training, or other occasional events that may take place.

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, and coordinating our efforts at the forty thousand foot view.

You confidently act as an advocate on behalf of AWS customers, maintaining composure and leadership in some very dynamic and high-pressure situations. You are excited about owning critical infrastructure services, those that serve global customers, 24x7 and relish the opportunity to work on technical initiatives that drive continuous improvement in the Support experience of those customers. All this while collaborating with some of the smartest people in the industry!

Ultimately you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS.

ABOUT THE ROLE

As part of the E2M 'Event Management' team, we work to identify widespread and or systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customer impacting issues. When an issue is identified, we ensure the appropriate business and technology leaders, and their teams, are engaged to drive the restoration of disrupted AWS services and act as an advocate of the customer to both report on and manage the customer experience. 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 opportunities that include:

1. Providing critical incident response/management (including leading calls with internal/external participants) for customer's critical workloads and AWS Service Teams
2. Providing concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders
3. Working to improve important metrics such as 'mean time to engagement' and 'mean time to communication' for all incident types
4. Facilitating Root Cause Analysis and Post Event Reviews after each event to minimize recurrence
5. Working with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that support and improve E2M's ability to deliver on that objective
6. Analyzing data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues
7. Building a broad understanding of AWS architecture and service inter-dependencies
8. Designing, building, or collaborating on solutions using automation and self-repair rather than relying on human intervention

Please note: the core hours of our 'follow the sun' coverage model are from 9:00am-3:00pm AEST (10:00am-4:00pm AEDT Daylight Savings Time). You can be located in any time zone within Australia but please only apply to this position if you are able to accommodate these core hours.

BASIC QUALIFICATIONS

1. Knowledge of distributed computing environments
2. 4+ years of continuous integration and continuous delivery (CI/CD) experience
3. Knowledge of security best practices
4. Bachelor's degree

PREFERRED QUALIFICATIONS

1. Experience with networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related) at an advanced level
2. Bachelor's degree in computer science or equivalent
3. 3+ years of technical support experience
4. 3+ years experience in managing customer escalations

Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement: 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, disability, age, or other legally protected attributes.

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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.