Support Engineer - Incident Management, AWS Incident Response (AIR)

Amazon Web Services (AWS); Seattle (WA); On-site; USD 81,000 - 182,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Support Engineer for Incident Management to resolve high-visibility incidents and enhance incident management processes. This role involves collaboration with a team of experts to ensure the highest availability and performance of AWS infrastructure, while also offering the potential for professional growth and development. Candidates should have a solid technical background and be passionate about continuous improvement.

Benefits

Work-life balance

Inclusive culture

Growth opportunities

Qualifications

• 3+ years of technical support experience.
• Experience in agile/scrum or related workflows.
• Knowledge of distributed applications.

Responsibilities

• Drive large scale customer impacting issues resolution.
• Participate in Agile sprints to enhance processes.
• Mentor peers in technical and operational strengths.

Skills

Troubleshooting

Technical Systems Debugging

UNIX/Linux knowledge

Scripting

Networking Fundamentals

Education

Bachelor's degree in related field

Job description

Support Engineer - Incident Management, AWS Incident Response (AIR)

Join to apply for the Support Engineer - Incident Management, AWS Incident Response (AIR) role at Amazon Web Services (AWS)

Support Engineer - Incident Management, AWS Incident Response (AIR)

Join to apply for the Support Engineer - Incident Management, AWS Incident Response (AIR) role at Amazon Web Services (AWS)

Description

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

Description

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

The AWS Incident Response (AIR) team is at the heart of the high availability of Amazon Web Services. We make customer impacting events shorter and less frequent by providing large scale event and incident management. Our automated systems quickly detect and localize impact while we drive mitigation and resolution through expert incident management. Much of our engineer time is spent on projects to improve the tooling and automation.

As a Support Engineer on the AIR team your mission is reducing the duration, frequency, and impact of issues within the AWS and Amazon infrastructure. You will direct the resolution of high visibility incidents by leading conference calls and teams across the globe. You will mentor others, helping them grow their incident management skills. You'll dig into data to identify trends, and will propose and drive projects so that the next event is shorter or avoided entirely. Your work will make an impact across all of AWS with executive level visibility. If interested, you'll also have the opportunity to grow your coding skills by taking on development projects matched to your ability level. If you're looking for a team with great growth potential and an opportunity to make a huge impact, this is the team to join.

Key job responsibilities

• Drive the resolution of large scale customer impacting issues as part of a team rotation, including some weekends and holidays
• Identify and troubleshoot recurring platform issues and own projects to drive improvements
• Participate in Agile sprints to evolve business processes and technologies
• Create and review documentation; design new standard operating procedures
• Mentor peers in your areas of technical and operational strength
  
  

A day in the life

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

• Experience troubleshooting and debugging technical systems
• Knowledge of UNIX/Linux operating system
• Experience scripting in modern program languages
• Knowledge of distributed applications/enterprise applications
• 3+ years of technical support experience
• Experience in agile/scrum or related collaborative workflow
• Solid grasp of networking fundamentals
  
  

Preferred Qualifications

• Experience building services for a large scale cloud platform such as AWS
• Knowledge of current best practice frameworks such as ITIL
• Experience driving and managing large troubleshooting efforts
• Experience dealing effectively with internal technical teams during problem resolution
• Ability to effectively operate and communicate efficiently under pressure
• Experience dealing effectively with internal customers during problem resolution and operating efficiently under pressure
• Effective organizational skills and the ability to maintain a consistently high standard of operations in a busy environment
  
  

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.


Company - Amazon Data Services, Inc.

Job ID: A3005505

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance, Information Technology, and Engineering

• Industries

  IT Services and IT Consulting

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