Support Engineer II-Ext - AMZ9441998

Amazon•Dallas, TX

22d

About The Position

Drive critical, complex customer escalations in situations that are technically challenging in collaboration with Engineering Teams. Partner with AWS Service Teams to craft communications, helping to identify and remove technical ambiguity. Deliver planned operational communications to customers in accordance with AWS communication tenets and style guides. Provide clear, concise and timely communication on work items to relevant internal stakeholders. Build a broad understanding of AWS services, service inter-dependencies and customer use cases to improve the customer experience and operational excellence. Facilitate post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes. Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention.

Requirements

Bachelor's degree or foreign equivalent degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field and five years of experience in the job offered or a related occupation.
Employer will accept seven years of experience in the job offered or a related occupation as equivalent to the Bachelor's degree and five years of experience.
Must have two years of experience in the following skills: 1) experience with Support Engineering, Customer Escalations, Technical Communications, or similar; and 2) working in technical operations or support-focused cloud infrastructure.

Nice To Haves

Please see job description and the position requirements above.

Responsibilities

Drive critical, complex customer escalations in situations that are technically challenging in collaboration with Engineering Teams.
Partner with AWS Service Teams to craft communications, helping to identify and remove technical ambiguity.
Deliver planned operational communications to customers in accordance with AWS communication tenets and style guides.
Provide clear, concise and timely communication on work items to relevant internal stakeholders.
Build a broad understanding of AWS services, service inter-dependencies and customer use cases to improve the customer experience and operational excellence.
Facilitate post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.
Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention.