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

Amazon Inc.; Melbourne; Hybrid; AUD 125,000 - 180,000; Full time

Job summary

Amazon Web Services Australia Pty Ltd is seeking an Escalation Engineer (EM) for the AWS Support Escalation and Event Management team. This role focuses on leading incident responses, coordinating with AWS Service Teams, and driving restoration of critical workloads for global customers.

You will communicate updates clearly and work to improve key incident metrics. You will engage with stakeholders across AWS, analyzing trends, and contributing to post-event reviews, with opportunities to

Qualifications

• 3+ years of network and operating system support experience.
• 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience.
• 3+ years of database administration experience.
• 3+ years of software development with object oriented language experience.
• 3+ years of continuous integration and continuous delivery (CI/CD) experience.
• 3+ years of information security and compliance experience.
• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.

Responsibilities

• Providing critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads and AWS Service Teams
• Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders
• Work to improve important metrics such as ‘mean time to engagement’ and ‘mean time to communication’ for all incident types
• Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence
• Work 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
• Analyse data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues
• Build a broad understanding of AWS architecture and service inter-dependencies
• Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention

Skills

Network support

OS support

Virtualization

Database administration

Software development

CI/CD

Information security

Education

Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience

Job description

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

Job ID: 10578218 | Amazon Web Services Australia Pty Ltd

Would you like the opportunity for the work you do every day to have an impact on a global scale? To work in close knit and supportive team and 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 organisation, 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 recognise, 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 of 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 customers impacting issues. When a 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.

Key job responsibilities

• Providing critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads and AWS Service Teams
• Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders
• Work to improve important metrics such as ‘mean time to engagement’ and ‘mean time to communication’ for all incident types
• Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence
• Work 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
• Analyse data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues
• Build a broad understanding of AWS architecture and service inter-dependencies
• Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention

About the team

The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organisation, 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 recognise, 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.

Basic Qualifications

• 3+ years of network and operating system support experience
• 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
• 3+ years of database administration experience
• 3+ years of software development with object oriented language experience
• 3+ years of continuous integration and continuous delivery (CI/CD) experience
• 3+ years of information security and compliance experience
• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience

Preferred Qualifications

• Knowledge of distributed computing environments
• Knowledge of best practices for software deployment
• Experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools)
• Experience in Incident Management, Threat Management, Corporate Investigations, Law Enforcement, Security Operations, Crisis Management or a related field that involves conducting threat assessments, workplace investigations, and/or incident response

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 an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.