Support Engineer, AWS Incident Response

Job ID: 2739617 | Amazon Support Services Pty Ltd

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

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.

AWS Incident Response is at the heart of high availability of Amazon Web Services. We make customer impacting events shorter and less frequent by providing large scale event and incident management. Our automated tooling quickly identifies the cause of an issue and helps mitigate its impact, and much of our engineer time is spent on projects to improve the tooling and automation. We also provide manual incident management for AWS and other Amazon groups, directing the resolution of an issue with service teams, and diving deep into those events to drive improvements to the tooling. It's an exciting time to join our team as we are rapidly growing and expanding our offerings.

As a Support Engineer on the AWS Incident Response team your mission is reducing the duration, frequency, and impact of issues within the AWS and Amazon infrastructure. You will direct the resolution of high visibility incidents by leading conference calls and teams across the globe. You will mentor others, helping them grow their incident management skills. You'll dig into data to identify trends, and will propose and drive projects so that the next event is shorter or avoided entirely. Your work will make an impact across all of AWS with executive level visibility. If interested, you'll also have the opportunity to grow your coding skills by taking on development projects matched to your ability level. If you're looking for a team with great growth potential and an opportunity to make a huge impact, this is the team to join.

Key job responsibilities

1. Drive the resolution of large scale customer impacting issues as part of a team rotation, including some weekends and holidays
2. Identify and troubleshoot recurring platform issues and own projects to drive improvements
3. Participate in Agile sprints to evolve business processes and technologies
4. Create and review documentation; design new standard operating procedures
5. Mentor peers in your areas of technical and operational strength

BASIC QUALIFICATIONS

- 2+ years of software development, or 2+ years of technical support experience
- Experience scripting in modern programming languages
- Experience troubleshooting and debugging technical systems

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

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:

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, disability, age, or other legally protected attributes.