Incident Response Engineer – 24x7 Global On-Call

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

Benefits offered by this job

Health insurance

RSUs

401K matching

Paid time off

Parental leave

Job summary

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead incident response for our most critical workloads.

You will own communications, engage technical resolver teams, and manage end-to-end incident resolution in a global, follow-the-sun model from Seattle and other regions. The role requires strong analytical ability, excellent written and verbal communication in English and Mandarin, and a track record of delivering results in complex environments.

Qualifications

• Bachelor's degree in Computer Science or equivalent.
• 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 (speaking, reading, writing).

Responsibilities

• Drive the resolution of large-scale incidents as part of a team rotation.
• Lead critical customer escalations with engineering teams.
• Provide incident response and management for customers' critical workloads.
• Contribute to Problem Records and post-incident reviews.
• Monitor customer metrics and manage communications during high-impact events.
• Collaborate with AWS stakeholders to improve the customer experience.
• Mentor peers and drive operational improvements.
• Create and review documentation and standard operating procedures.

Skills

Analytical skills

Incident management

Customer communication

Mandarin fluency

Networking

OS support

CI/CD

Education

Bachelor's degree in Computer Science

Tools

VMware

Kubernetes

Hypervisors

Job description

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead incident response for our most critical workloads.

You will own communications, engage technical resolver teams, and manage end-to-end incident resolution in a global, follow-the-sun model from Seattle and other regions. The role requires strong analytical ability, excellent written and verbal communication in English and Mandarin, and a track record of delivering results in complex environments.