Escalation Engineer, Enhanced Support Services (ES2)Job ID: 2856715 | Amazon Web Services EMEA SARL (Irish Branch)
ABOUT US
Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company.
Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.
The Enhanced Support Services (ES2) team is part of the broader AWS Support organization, dedicated to managing critical escalations and working with all areas of AWS to find a path to green for our customers.
ABOUT YOU
ES2 is looking for detailed, analytical thinkers and creative problem solvers with strong ownership and bias for action.
You will advocate for customers and maintain composure in high-pressure situations while driving critical incidents towards resolution.
ABOUT THE ROLE
As members of ES2's Escalation Management team, we work to keep our internal customers informed and moving forward when they face challenges using AWS products and services.
Responsibilities include:
Drive critical, complex customer escalations in collaboration with Engineering Teams.Provide clear, concise, and timely communication on work items to relevant internal stakeholders.Build a broad understanding of AWS services to improve customer experience.Facilitate post-incident reviews, implementing corrective actions and identifying improvement opportunities.Design, build, or collaborate on solutions using automation and self-repair.Other duties as required.BASIC QUALIFICATIONS5+ years of experience in Support Engineering, Customer Escalations, or similar IT role.2+ years of experience in technical operations or support focused on cloud infrastructure.Demonstrated knowledge and proficiency with AWS Services.Tertiary qualification/Bachelor's Degree in relevant field or equivalent work experience.Open to working alternative hours, including some weekends and holidays.PREFERRED QUALIFICATIONSExcellent written and oral English communication skills.Industry-specific accredited certification(s) such as AWS Associate level certifications.Familiarity with Cloud services focused on high availability and fault-tolerant design.Experience with data manipulation and/or automation.Knowledge of ITIL/Lean Processes.Effective prioritization and time management skills.Ability to work in ambiguous environments.Demonstrated critical thinking and logical problem-solving skills.Amazon is an equal opportunities employer.
We believe that employing a diverse workforce is central to our success.
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Posted: December 2, 2024 (Updated about 13 hours ago)
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