Escalation Engineer, Enhanced Support Services (ES2) (formally E2M)

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) 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 working with various areas of AWS to enhance the customer experience.

ABOUT YOU
ES2 is looking for detailed, analytical thinkers and creative problem solvers with strong ownership and bias for action. You should be comfortable operating at both granular and strategic levels while advocating for customers in high-pressure situations. A passion for technology and a desire to learn more about AWS is essential.

ABOUT THE ROLE
As members of ES2’s Escalation Management team, we keep our internal customers informed and help resolve challenges with AWS products and services. Responsibilities include:

1. Driving critical customer escalations in collaboration with Engineering Teams.
2. Providing clear, concise, and timely communication to relevant internal stakeholders.
3. Building an understanding of AWS services to improve customer experience.
4. Facilitating post-incident reviews and implementing corrective actions.
5. Designing and collaborating on automated solutions.
6. Other duties as required.

BASIC QUALIFICATIONS

- 5+ 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
- Bachelor’s Degree in a related field or 6+ years of relevant work experience
- Open to working alternative hours, including weekends and holidays

PREFERRED QUALIFICATIONS

- Excellent written and oral English communication skills
- Industry-specific accredited certification(s) such as AWS Associate level
- Familiarity with Cloud services focused on high availability
- 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 problem-solving skills

Amazon is an equal opportunities employer. We believe that employing a diverse workforce is central to our success. We value your passion to discover, invent, simplify, and build.

Posted: December 2, 2024 (Updated about 21 hours ago)