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

The Event Engineering & Management (E2M) team at AWS Support is seeking an Escalation Engineer to join their dynamic team. This role combines technical expertise with customer advocacy, focusing on managing large-scale customer impacting events and critical escalations. As part of E2M, you'll work to identify and resolve widespread customer-facing issues for AWS services, ensuring optimal customer support experience.

The position offers exposure to cutting-edge AWS technologies while working with some of the industry's brightest minds. You'll be responsible for monitoring internal tools, managing critical incidents, and driving service restoration when issues arise. The role requires strong analytical thinking, problem-solving skills, and the ability to maintain composure in high-pressure situations.

AWS offers a flexible work environment with the option to work from home or office, requiring residence within commutable distance. The company values work-life harmony and provides comprehensive benefits including medical coverage, financial benefits, and career development opportunities. The compensation package reflects market location, ranging from $71,100 to $158,900 per year, plus equity and additional benefits.

This role is perfect for someone who thrives in a fast-paced environment, has a passion for technology, and wants to make a global impact. You'll be part of a team that values operational excellence, continuous improvement, and customer obsession. The position offers unlimited exposure to AWS services and the opportunity to work with leading-edge technologies while developing your career in cloud computing.

Key responsibilities include managing critical incidents, providing timely communications, analyzing data trends, and building automated solutions. The ideal candidate will have experience in support engineering or technical operations, strong communication skills, and a desire to learn and grow in the cloud computing space.