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

AWS's Escalation and Event Management (E2M) team is seeking a detail-oriented and analytical Escalation Engineer to join their critical support organization. This role offers a unique opportunity to impact AWS operations on a global scale, working with cutting-edge cloud technologies and managing critical customer escalations.

The position involves leading incident response for AWS's global infrastructure, ensuring optimal customer support experience, and driving operational excellence. You'll work in a dynamic environment where every day brings new challenges, from managing high-pressure situations to implementing innovative solutions for complex technical problems.

As an Escalation Engineer, you'll be responsible for monitoring and identifying customer-facing issues, coordinating with business and technology leaders, and ensuring swift resolution of service disruptions. The role requires strong technical acumen combined with excellent communication skills, as you'll be interfacing with both technical teams and stakeholders.

The ideal candidate brings 2+ years of relevant experience and a bachelor's degree in a technical field. You'll need to demonstrate strong problem-solving abilities, customer advocacy, and the capability to remain composed under pressure. The position offers competitive compensation ($71,100-$158,900 based on location), comprehensive benefits, and the flexibility of hybrid work arrangements.

This is an excellent opportunity for someone passionate about cloud technology who wants to work at the forefront of AWS operations, contributing to the reliability and success of one of the world's leading cloud platforms. You'll be part of a supportive team culture that values diversity, continuous learning, and work-life harmony, with access to extensive career development resources and mentorship opportunities.