Escalation Engineer (EM), AWS Support, Escalation and Event Management in Melbourne, Australia

Description

Would you like the opportunity for the work you do every day to have an impact on a global scale? To work in close knit and supportive team and advocating for the very best for your customers? Read on…

ABOUT US

The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organisation, is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer support experience.

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company. A company that customers from around the world will recognise, value, and trust, for our broad selection of products and services and the convenience they provide. AWS continues in that tradition, leading the world in cloud technologies.

Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building, significant training, or other occasional events that may take place.

ABOUT YOU

E2M is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of “how things are usually done”. You are equally comfortable operating in the minute detail, and coordinating our efforts at the forty thousand foot view.

You confidently act as an advocate of behalf of AWS customers, maintaining composure and leadership in some very dynamic and high pressure situations. You are excited about owning critical infrastructure services, those that serve global customers, 24×7 and relish the opportunity to work on technical initiatives that drive continuous improvement in the Support experience of those customers. All this while collaborating with some of the smartest people in the industry!

Ultimately you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS.

ABOUT THE ROLE

As part of the E2M ‘Event Management’ team, we work to identify widespread and or systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customers impacting issues. When a issue is identified, we ensure the appropriate business and technology leaders, and their teams, are engaged to drive the restoration of disrupted AWS services and act as an advocate of the customer to both report on and manage the customer experience. Because of our unique role as Escalation Engineers, we have limitless exposure to all things AWS, including numerous leading edge technologies.

Key job responsibilities

Every day will bring new and exciting opportunities that include:

Providing critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads and AWS Service Teams

Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders

Work to improve important metrics such as ‘mean time to engagement’ and ‘mean time to communication’ for all incident types

Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence

Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that support and improve E2M’s ability to deliver on that objective

Analyse data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues

Build a broad understanding of AWS architecture and service inter-dependencies

Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention

About the team

The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organisation, is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer support experience.

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company. A company that customers from around the world will recognise, value, and trust, for our broad selection of products and services and the convenience they provide. AWS continues in that tradition, leading the world in cloud technologies.

Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building, significant training, or other occasional events that may take place.

Basic Qualifications

• 3+ years of network and operating system support experience

• 3+ years of technical support experience

• 3+ years of information security and compliance experience

• 4+ years of distributed systems experience

Preferred Qualifications

• Knowledge of distributed computing environments

• Knowledge of security best practices

• Experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools)

• Incident Management

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

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.