Support Engineer, Data Center Operations Strategic Engineering
5 months ago
You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
Amazon is building some of the largest distributed systems in the world, and we need smart people to support and engineer the next generation of compute and storage platforms. Amazon’s Data Center Operations Strategic Engineering (DCOSE) support engineering team provides hardware escalations support to the AWS global Data Center Community. We have high standards for our infrastructure as well as our employees, and our systems are highly reliable, highly available, and turn scale into an advantage for our business and an asset to our customers. Our employees are passionate about solving problems, driven to serve customers, and fun to work with.
As a Support Engineer with DCOSE, you will help troubleshoot, diagnose, and support massive distributed AWS systems. You are a point of escalation for complex issues to dive deep for solutions as well as provide guidance and knowledge-shares. You will work directly with the various service owners and hardware design teams to collaborate on hardware issues within the fleet. You drive the team to improve operational efficiency for all services through root cause and trend analysis with the identification and development of SLA, metrics, monitors, procedures, tools, and documentation. You operate with limited guidance from management and aggressively drive issues to resolution. You understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets. You may be able to read and understand complex application code, review code fixes to resolve support issues. You provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities. You regularly contribute to the creation and improvement of all support documentation. You create and interpret metrics that measure support success and service performance. You help develop and refine operational policies and procedures used by your team and internal customers. You work on support projects that are large in scope and lead other Support Engineers on smaller projects. You participate fully and constructively in the planning of your team’s work. You have the ability to write simple and efficient tools to improve operational efficiency. You contribute to design and development of support tools using software engineering best practices. You mentor other Support Engineers and are involved in hiring.
Key job responsibilities
* Develop tools to identify and remediate hardware issues
* Drive operational efficiency improvements over hardware fleet
* Initiate service improvements in the production environment
* Handle and troubleshoot support incidents within SLA’s
* Assist in developing methods for incident reduction
* Monitor various data sources for unidentified fleet issues
* Participate in on-call rotation and provide after-hours support
* Collaborate with engineering teams to resolve customers issues
About the team
About AWS
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
- 2+ years of software development, or 2+ years of technical support experience- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in Unix
PREFERRED QUALIFICATIONS
- Knowledge of web services, distributed systems, and web application development- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON
- Experience in SQL query writing
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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