Infrastructure Support Engineer, IREO

Amazon Web Services (AWS); Greater London; On-site; GBP 60,000 - 95,000; Full time

Job summary

Amazon Data Services UK Limited in London seeks a Support Engineer for the Infrastructure Reliability Engineering Organisation (IREO). You will dive deep to identify root causes, troubleshoot with Linux, and manage escalations while maintaining SLAs and improving operational metrics.

You will collaborate with internal teams, participate in patches and migrations, and contribute to knowledge sharing. UK security clearance eligibility is required, with an inclusive, growth-oriented culture at AWS.

Qualifications

• Experience in software development or technical support.
• Experience scripting in modern programming languages.
• Experience troubleshooting and debugging technical systems.
• Experience scripting in modern program languages.
• Knowledge of web services, distributed systems, and web app development (preferred).
• Experience troubleshooting & maintaining hardware & software RAID (preferred).
• Experience with REST web services, XML, JSON (preferred).

Responsibilities

• Dive deep to pinpoint underlying causes of customer issues and assist in escalations.
• Apply Linux expertise to troubleshoot and resolve technical issues.
• Manage ticket queues ensuring SLAs are met.
• Lead efforts to improve operational efficiency with metrics and documentation.
• Collaborate with internal service teams on patches, OS migrations, and code updates.
• Work with internal software teams to enhance systems within scope.
• Engage in knowledge-sharing sessions with experienced engineers.
• Allocate personal development time to learn new programming languages.

Skills

Software development experience

Scripting languages

Troubleshooting technical systems

Web services / REST / XML / JSON

Job description

DESCRIPTION

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

Are you a passionate problem solver with a talent for unravelling intricate technical challenges? Do you flourish in an environment that demands innovation, resilience, and the ability to build and maintain robust services? If so, we have an exciting opportunity for you within the Infrastructure Reliability Engineering Organisation (IREO) team.

A DAY IN THE LIFE OF A SUPPORT ENGINEER

• Dive deep to pinpoint the underlying causes of customer-related issues, providing valuable assistance in escalations when necessary.
• Apply Linux expertise to troubleshoot, innovate solutions, and resolve technical issues.
• Efficiently managing ticket queues for both our internal team and partner service teams ensuring service level agreements (SLAs) are met.
• Leading the team to enhance operational efficiency by analysing root causes, trends and developing metrics, procedures, tools and documentation.
• Engaging with internal service teams to contribute to company-wide initiatives, including tasks such as patching, operating system migrations, and code updates.
• Working with various internal software development teams to actively enhance systems and services within the team’s scope.
• Collaborating closely with experienced engineers and actively engaging in knowledge-sharing sessions with the team.
• Allocated personal development time for mastering new programming languages, honing software development skills, and crafting services to enrich your career growth.

At Amazon Web Services (AWS), you will get hands‑on experience with tools and services that exist outside the scope of native AWS products. This presents an exciting opportunity to engage with systems you might not encounter otherwise, allowing you to gain invaluable experience in infrastructure development.

CAREER GROWTH

We hire and develop the best and champion the relentless pursuit of self‑improvement. We understand the significance of training, and upon joining the team, you will undergo our comprehensive training programme. This programme is designed to provide you with a deeper understanding of the tools we utilise and the service teams we collaborate with.

DIVERSE EXPERIENCES

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

WHY AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

INCLUSIVE TEAM CULTURE

Here at AWS, it’s in our nature to learn and be curious. Our employee‑led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

MENTORSHIP & CAREER GROWTH

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge‑sharing, mentorship and other career‑advancing resources here to help you develop into a better‑rounded professional.

WORK/LIFE BALANCE

We value work‑life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

ABOUT THE TEAM

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee‑led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

ABOUT THE TEAM

You will need to be a UK national and able to obtain and maintain a UK Government Security Clearance. Further details found here: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels

BASIC QUALIFICATIONS

• Experience in software development, or experience in technical support
• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems
• Experience scripting in modern programming languages

PREFERRED QUALIFICATIONS

• Knowledge of web services, distributed systems, and web application development
• Experience troubleshooting & maintaining hardware & software RAID
• Experience with REST web services, XML, JSON

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

Company - Amazon Data Services UK Limited

Job ID: A10513612