Incident Mgmt Engineer - Flexible Hours - Bilingual

Amazon Inc.; Seattle (WA); On-site; USD 96,000 - 160,000; Full time

Job summary

Amazon Web Services, Inc. is hiring an Incident Management Engineer to join our AWS Incident Detection and Response team.

This bilingual role (Mandarin & English) focuses on incident response, customer ownership, and runbook development for mission‑critical workloads. You will lead calls, coordinate with engineering teams, monitor events 24x7, and drive resolution while protecting customers’ health and reliability.

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 Mandarin.

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.
• Perform other duties as required by the organization.

Skills

Mandarin fluency

Networking & OS support

InfoSec & compliance

Distributed computing

Education

Bachelor's in CS or equivalent

Tools

VMware

Hypervisors

Xen

Database administration

Job description

Amazon Web Services, Inc. is hiring an Incident Management Engineer to join our AWS Incident Detection and Response team.

This bilingual role (Mandarin & English) focuses on incident response, customer ownership, and runbook development for mission‑critical workloads. You will lead calls, coordinate with engineering teams, monitor events 24x7, and drive resolution while protecting customers’ health and reliability.