Escalation Engineer (EM), Escalation & Event Management Team (E2M), Escalation & Event Management Team (E2M)

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 organization, 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 recognize, 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 located in Seattle (WA), Portland (OR), or Dallas (TX). 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, 24x7 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.

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 minimize 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.
* Analyze 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.



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 minimize 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.
* Analyze 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
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

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.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

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

- Bachelor’s degree in Computer Science, Engineering, Mathematics.
- 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role, Technical Operations or Support focused on cloud infrastructure.

Preferred Qualifications

- Industry specific certification(s) such as the AWS Solutions Architect Associate Certification or higher.
- 2+ years Incidence or Problem Management experience for either on-prem or Cloud based infrastructure.
- Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies.
- Experience creating or designing cloud application architectures with a focus on high availability.
- Experience with the creation and usage of JavaScript, Powershell, and/or BASH scripting.
- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders, including recommendations, to facilitate real-time decision making.
- Excellent written and oral English communication skills.

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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $55,800/year in our lowest geographic market up to $124,800/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.