Global Incident Response Engineer (Korean/English)

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

AWS is seeking an Incident Management Engineer to lead incident response and customer ownership for high-impact workloads from Dallas, TX. You will coordinate with engineering teams, drive incident resolutions, and communicate effectively with customers during critical events.

The role requires strong analytical skills, leadership, and the ability to operate across tactical and strategic layers in a global, follow-the-sun environment.

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.
• Korean language fluency (speaking, reading, writing).

Responsibilities

• Drive the resolution of large scale customer impacting incidents as part of a team rotation.
• Drive critical, complex customer escalations in collaboration with Engineering Teams.
• Provide incident response/management for customers' critical workloads and lead calls.
• Contribute to Problem Records for customers.
• Monitor and manage communications during high impact events.
• Collaborate with AWS stakeholders to improve customer experience and operational excellence.
• Lead projects and teams to drive operational improvements.
• Create and review documentation and SOPs.
• Identify recurring platform issues and own improvement projects.
• Mentor peers in technical and operational strengths.

Skills

Incident management

Customer ownership

Leadership presence

Communication skills

Problem solving

Korean language

Education

Bachelor's degree in computer science

Tools

VMware

Xen

Hypervisors

Job description

AWS is seeking an Incident Management Engineer to lead incident response and customer ownership for high-impact workloads from Dallas, TX. You will coordinate with engineering teams, drive incident resolutions, and communicate effectively with customers during critical events.

The role requires strong analytical skills, leadership, and the ability to operate across tactical and strategic layers in a global, follow-the-sun environment.