Incident Response Engineer - 24x7 Cloud Outage Management

Socket.dev; Seattle (WA); 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 to lead incident response and customer ownership during critical events. You will coordinate communications, engage technical resolver teams, and drive operational excellence for high-impact workloads across regions.

The role requires strong analytical skills, deep technical experience, and the ability to interact with customers at all levels. Occasional weekend work and holidays are required.

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 (read, write, speak).

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 including leading calls with internal/external participants.
• Contribute to Problem Records for customers.
• Conduct continuous real-time proactive monitoring of customer metrics.
• Prioritize, manage, and own emerging customer issues from start to finish.

Skills

Network support

Operating system support

Information security and compliance

Distributed computing environments

Mandarin proficiency

Education

Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience

Tools

VMware

Xen virtualization

Cloud computing

Job description

Amazon Web Services (AWS) is seeking an Incident Management Engineer to lead incident response and customer ownership during critical events. You will coordinate communications, engage technical resolver teams, and drive operational excellence for high-impact workloads across regions.

The role requires strong analytical skills, deep technical experience, and the ability to interact with customers at all levels. Occasional weekend work and holidays are required.