24/7 Cloud Incident Response Engineer

Amazon Web Services (AWS); Herndon (VA); On-site; USD 96,000 - 160,000; Full time

Job summary

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead incident response and account ownership for critical workloads, providing communication, emergency response, and technical resolution to customers.

This role follows a follow-the-sun model with core hours 8am-4pm GMT+1 and weekend/public holiday coverage. Strong leadership and communication across levels are essential to protect AWS customers globally.

Qualifications

• Bachelor’s degree in computer science or equivalent is required.
• 3+ years of technical support experience is a plus.
• Experience in network and operating system support.
• Experience in information security and compliance.
• Knowledge of distributed computing environments.
• Fluent in Mandarin (speaking, reading, writing).

Responsibilities

• Drive resolution of large-scale customer incidents as part of a rotation.
• Lead critical, complex customer escalations with Engineering teams.
• Provide incident response/management for critical workloads.
• Contribute to Problem Records for customers.
• Monitor real-time customer metrics.
• Own and prioritize emerging customer issues from start to finish.
• Lead communications during high-impact events.
• Collaborate with AWS stakeholders to improve customer experience.
• Mentor peers in technical and operational strength.
• Develop and review standard operating procedures.

Skills

Mandarin fluency

Network & OS support

InfoSec & compliance

Distributed computing

Education

Bachelor’s degree in computer science or equivalent

Job description

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead incident response and account ownership for critical workloads, providing communication, emergency response, and technical resolution to customers.

This role follows a follow-the-sun model with core hours 8am-4pm GMT+1 and weekend/public holiday coverage. Strong leadership and communication across levels are essential to protect AWS customers globally.