Escalation Engineer I

6 months ago

North Sydney, Australia Amazon Web Services Australia Pty Ltd Full time
ABOUT US
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

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

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”, and you are equally comfortable operating in the minute detail, as well as with coordinating efforts at the forty thousand foot view. You confidently advocate for customers, maintaining composure in dynamic and high pressure situations. You are comfortable working on highly technical initiatives to consistently improve the AWS customer experience. You are someone who excels at working in a dynamic environment while collaborating with some of the smartest people in the industry, and you get excited about owning critical infrastructure services that serve global customers, every second of the day

Finally, you are passionate about technology with a desire to learn more and do more with AWS.

ABOUT THE ROLE
As members of E2M’s Health team, we work to keep customers informed and moving forward when they are facing challenges using AWS’ products and services. We are responsible for executing planned operational communications through the AWS Health Service, enabling internal AWS Engineering Teams to interact with the AWS Health Service and supporting customers to be successful using AWS Health. We ensure customers are proactively informed of changes or impact to the AWS resources customers are using in their operation, ensuring communications are clear and beneficial to 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 challenges that include elements of:

- Supporting external customers to successfully integrate with and consume operational information from the AWS Health service
- Work with AWS Health Engineering team to improve the customer experience for operational notifications that E2M sends on behalf of other AWS services
- Partner with AWS Service Teams to craft communications, help to identify and remove technical ambiguity
- Execute planned operational communications to customers in accordance with AWS communication tenets and style guides
- Provide clear, concise and timely communication on work items to relevant internal stakeholders
- Build a broad understanding of AWS services, service inter-dependencies and customer use cases to improve the customer experience and operational excellence
- Facilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.
- Other duties as required by the organization

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

- Experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role
- 1+ years of experience in technical operations or support focused on cloud infrastructure
- Tertiary qualification/Bachelor’s Degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field (or 3+ years of relevant work experience)

PREFERRED QUALIFICATIONS

- Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
- Industry specific accredited certification(s) such as the AWS Associate level certifications
- Familiarity with Cloud services with a focus on high availability and fault tolerant design
- Knowledge of ITIL/Lean Processes
- Ability to work in ambiguous environments
- Demonstrated critical thinking and logical problem solving skills
- Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
- Effective prioritization and time management skills
- Excellent English Technical writing skills

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:

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