Cloud Incident Response Engineer (24x7)

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

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Job summary

Amazon Web Services (AWS) Support is seeking an Incident Management Engineer to lead incident response for our most critical workloads. You will coordinate technical resolver engagement, drive communications, and own customer outcomes from incident start to resolution.

This global, follow-the-sun role requires strong written and verbal skills, and a passion for helping customers recover quickly and reliably. Expect occasional weekend work and dynamic on-call rotations across multiple time zones.

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.
• Speak, write, and read fluently in Korean.

Responsibilities

• Drive the resolution of large scale customer impacting incidents as part of a team rotation.
• Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
• Provide critical incident response/management (including leading calls with internal/external participants) 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 and develop mechanisms that support operational excellence.
• 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 your areas of technical and operational strength.

Skills

Network support

OS support

Information security

Distributed computing

Korean language

Education

Bachelor's degree in computer science or equivalent

Job description

Amazon Web Services (AWS) Support is seeking an Incident Management Engineer to lead incident response for our most critical workloads. You will coordinate technical resolver engagement, drive communications, and own customer outcomes from incident start to resolution.

This global, follow-the-sun role requires strong written and verbal skills, and a passion for helping customers recover quickly and reliably. Expect occasional weekend work and dynamic on-call rotations across multiple time zones.