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

Would you like the opportunity for the work you do every day to have an impact on a global scale? To work in a close-knit and supportive team advocating for the very best for your customers? 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.

As part of the E2M 'Event Management' team, you will:

• Identify widespread and/or systemic customer-facing problems for AWS
• Monitor internal tools to identify customer-impacting issues
• Ensure appropriate business and technology leaders are engaged to restore disrupted AWS services
• Act as an advocate for the customer to report on and manage the customer experience
• Provide critical incident response/management, including leading calls with internal/external participants
• Provide concise and timely communication on developing and progressing issues
• Work to improve important metrics such as 'mean time to engagement' and 'mean time to communication'
• Facilitate Root Cause Analysis and Post Event Reviews
• Analyze data trends on internal tickets, customer contacts, social media, and network/infrastructure monitoring
• Build a broad understanding of AWS architecture and service inter-dependencies
• Design, build, or collaborate on solutions using automation and self-repair

The ideal candidate is a detailed, analytical thinker and creative problem solver with a strong bias for action. You should be comfortable operating in minute detail and coordinating efforts at a high level. You must be able to maintain composure and leadership in dynamic, high-pressure situations while advocating for AWS customers.

Amazon offers the flexibility to work in office or from home, with employees required to reside within a commutable distance of their assigned office. Occasional office visits for team building, training, or events are encouraged.

This role offers exposure to numerous leading-edge technologies and the opportunity to work with some of the smartest people in the industry. If you're passionate about technology and demonstrate a strong desire to learn more and do more with AWS, this could be the perfect role for you.