Global Escalation Engineer - 24x7 Incident Response

Tasmania; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Inclusive culture

Accommodations for disability

Job summary

Amazon Web Services (AWS) is seeking an Escalation Engineer to join the E2M team. You will lead critical incident response for global customers, coordinate with internal and external participants, and drive improvements in support experience.

You will work on automation, service inter-dependencies, and continual improvement initiatives in a fast‑paced, high‑visibility environment. The role offers flexible in-office or remote working options within Australia.

Qualifications

• 3+ years of network and operating system support experience.
• 3+ years of virtualization, orchestration and cloud computing experience.
• 3+ years of database administration experience.
• 3+ years of software development with object oriented language experience.
• 3+ years of 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

• Provide critical incident response/management for customers' critical workloads and AWS Service Teams.
• Provide concise and timely communication on issues to AWS Support customers and internal stakeholders.
• Improve metrics such as mean time to engagement and mean time to communication for incident types.
• Facilitate Root Cause Analysis and Post Event Reviews to minimise recurrence.
• Advocate on behalf of customers to drive improvements in AWS experience.
• Analyse data trends to identify potential issues across internal tickets and monitoring tools.
• Develop understanding of AWS architecture and service inter-dependencies.
• Design or collaborate on automated or self-repair solutions to reduce human intervention.

Skills

Network support

Virtualization

Database administration

Software development

CI/CD

InfoSec & compliance

Bachelor's degree in CS or equivalent

Education

Bachelor's degree in Computer Science or equivalent

Job description

Amazon Web Services (AWS) is seeking an Escalation Engineer to join the E2M team. You will lead critical incident response for global customers, coordinate with internal and external participants, and drive improvements in support experience.

You will work on automation, service inter-dependencies, and continual improvement initiatives in a fast‑paced, high‑visibility environment. The role offers flexible in-office or remote working options within Australia.