Escalation Engineer, Enhanced Support Services (ES2)DESCRIPTION
ABOUT US
Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company, recognized for both our products and service.
Amazon Web Services (AWS) continues this 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 driving operational excellence to improve the overall customer experience.
ABOUT YOU
ES2 is looking for detailed, analytical thinkers and creative problem solvers with strong ownership and a bias for action.
You are comfortable with both minute details and high-level coordination, advocating for customers in dynamic situations.
You excel in technical initiatives that improve the AWS customer experience and thrive in collaborating with industry experts.
ABOUT THE ROLE
As members of ES2's Escalation Management team, we keep our internal customers informed and drive critical customer problems to resolution.
Responsibilities include:
Drive critical, complex customer escalations in collaboration with Engineering Teams.Provide clear, concise, and timely communication to relevant internal stakeholders, including AWS Senior Leadership.Build a broad understanding of AWS services and customer use cases to enhance the customer experience.Facilitate post-incident reviews of operational failures and implement corrective actions.Design, build, or collaborate on solutions using automation and self-repair.Other duties as required by the organization. BASIC QUALIFICATIONS
- 5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, 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 Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field (or 6+ years of relevant work experience)
- Open to working alternative hours (i.e.
10am-6pm), including some weekends and holidays as required
PREFERRED QUALIFICATIONS
- Excellent written and oral English communication skills
- Industry-specific accredited certification(s) such as the 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
- Ability to lead change and drive operational excellence improvement initiatives
- Demonstrated critical thinking and logical problem-solving skills
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