Cloud Incident Escalation Engineer (AWS Support)

Amazon Inc.; Berwick (Columbia County); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Amazon Web Services Australia Pty Ltd is seeking an Escalation Engineer (EM) for AWS Support, Escalation and Event Management. The role focuses on incident management for critical workloads and coordinating across AWS Service Teams to restore disrupted services.

You will engage with customers, manage high-pressure situations, and contribute to continuous improvements in incident response and customer communication. The position offers flexibility to work in-office or from home.

Qualifications

• 3+ years of network and OS support experience.
• 3+ years of virtualization, orchestration and cloud computing (e.g. 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

Tools

VMware

Xen

Telnet

Traceroute

Job description

Amazon Web Services Australia Pty Ltd is seeking an Escalation Engineer (EM) for AWS Support, Escalation and Event Management. The role focuses on incident management for critical workloads and coordinating across AWS Service Teams to restore disrupted services.

You will engage with customers, manage high-pressure situations, and contribute to continuous improvements in incident response and customer communication. The position offers flexibility to work in-office or from home.