Incident Management Engineer (ES2)

World's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuous innovation.
$86,000 - $185,000
Cloud
Mid-Level Software Engineer
Hybrid
3+ years of experience
Enterprise SaaS · Cloud
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Description For Incident Management Engineer (ES2)

AWS Support is seeking a talented Incident Management Engineer to join their Enhanced Support Services (ES2) team. This role is crucial in managing critical escalations and ensuring operational excellence for AWS customers worldwide. The position offers an exciting opportunity to work with leading companies building mission-critical applications on AWS services.

The ideal candidate will possess a unique blend of technical expertise and customer service excellence, with the ability to handle complex problem-solving while maintaining strong communication with customers at all levels. Working hours are 8am-4pm PDT, with periodic weekend coverage on a rotational basis.

As an Incident Management Engineer, you'll be at the forefront of critical incident response, working closely with Engineering Teams to resolve complex customer escalations. Your role will involve real-time monitoring, proactive issue management, and leading high-impact event communications. You'll also contribute to improving operational procedures and mentoring peers.

AWS offers a comprehensive compensation package, including competitive base pay ranging from $86,000 to $185,000 depending on location, plus equity and benefits. The company strongly values diversity and inclusion, providing numerous employee-led affinity groups and ongoing learning experiences. Work-life harmony is emphasized through flexible work arrangements.

This role presents an exceptional opportunity to join AWS, the world's leading cloud platform, and make a significant impact on customer success while growing your career in a dynamic, innovative environment. You'll be part of a team that values continuous learning, diversity of experiences, and maintains high standards of operational excellence.

Last updated a month ago

Responsibilities For Incident Management Engineer (ES2)

  • Drive the resolution of large scale customer impacting incidents
  • Provide critical incident response/management
  • Conduct continuous real-time proactive monitoring of customer metrics
  • Prioritize, manage, and own emerging customer issues
  • Monitor and manage communications during high impact events
  • Collaborate with stakeholders to improve customer experience
  • Lead projects and teams to drive operational improvements
  • Create and review documentation
  • Identify and troubleshoot recurring platform issues
  • Mentor peers in technical and operational areas

Requirements For Incident Management Engineer (ES2)

Linux
  • Bachelor's degree
  • 3+ years of technical support experience
  • Knowledge of distributed computing environments
  • Experience with AWS services and/or other cloud offerings
  • Professional oral and written communication skills

Benefits For Incident Management Engineer (ES2)

Medical Insurance
401k
Mental Health Assistance
  • Medical benefits
  • Financial benefits
  • Flexible work hours
  • Mentorship and career growth opportunities
  • Employee-led affinity groups
  • Inclusive work culture

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