Bilingual Incident Management Engineer — Mandarin/English

Amazon; Dallas (TX); On-site; USD 96,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Amazon Web Services (AWS) is seeking an Incident Management Engineer who is bilingual in Mandarin and English to join our Incident Detection and Response team. This role focuses on incident response, account ownership, and proactive engagement with enterprise customers to reduce disruption and accelerate recovery of critical workloads.

The position requires leading calls, coordinating with engineering teams, and delivering world-class customer experiences across time zones as a follow-the-sun

Qualifications

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
• Experience in network and operating system support.
• Experience in information security and compliance.
• Knowledge of distributed computing environments.
• Fluent in Mandarin (written and spoken).

Responsibilities

• Drive the resolution of large-scale customer impacting incidents as part of a team rotation.
• Lead critical, complex customer escalations in collaboration with Engineering Teams.
• Provide critical incident response/management for customer's critical workloads.
• Contribute to Problem Records for customers.
• Conduct continuous real-time proactive monitoring of customer metrics.
• Prioritize, manage, and own emerging and developing customer issues from start to finish.
• Monitor and manage communications during high impact events via relevant channels.
• Collaborate with key stakeholders across AWS to improve the customer experience.
• Lead projects and teams to drive operational improvements.
• Create and review documentation; design/influence new standard operating procedures.
• Identify and troubleshoot recurring platform issues and own projects to drive improvements.
• Mentor peers in areas of technical and operational strength.

Skills

Mandarin fluency

Education

Bachelor's degree in Computer Science or equivalent

3+ years of technical support experience

Job description

Amazon Web Services (AWS) is seeking an Incident Management Engineer who is bilingual in Mandarin and English to join our Incident Detection and Response team. This role focuses on incident response, account ownership, and proactive engagement with enterprise customers to reduce disruption and accelerate recovery of critical workloads.

The position requires leading calls, coordinating with engineering teams, and delivering world-class customer experiences across time zones as a follow-the-sun