Support Engineer II-Ext - AMZ10247485

Amazon•Santa Clara, CA

51d•$109,900 - $185,000

About The Position

Provide comprehensive technical support and incident management for all of AWS Services focusing on identifying and resolving critical customer-facing technical issues. Manage critical incident response calls for all of AWS Service Teams, leading technical communication to external customers as well as internal AWS stakeholders, and performing Root Cause Analysis and Post Event Reviews. Responsible for monitoring and analyzing data trends across multiple platforms to identify potential systemic technical issues and service disruptions. Utilize comprehensive understanding of AWS architectural frameworks and proactively diagnose complex technical challenges in cloud computing environments. Advocate for customer experience improvements, designing automated solutions for system self-repair, and improving key performance metrics for incident resolution.

Requirements

Master's degree or foreign equivalent degree in Computer Science, Engineering, Mathematics, or a related field and one year of experience in the job offered or in Technical Support, Customer Escalations, or a related occupation. Employer will accept a Bachelor's degree or foreign equivalent degree in Computer Science, Engineering, Mathematics, or a related field and five years of progressive post-baccalaureate experience in the job offered or a related occupation as equivalent to the Master's degree and one year of experience.
Must have one year of experience in the following skill(s): (1) experience in technical operations or support focused on cloud infrastructure; (2) creating technical troubleshooting documentation and standard operating procedure (SOP) documents; (3) helping external customers with their technical account management needs in the cloud or on-premises; (4) troubleshooting in Windows or Linux environments; (5) leading and managing escalations; and (6) managing technical projects from design to release for large-scale software applications.

Nice To Haves

Please see job description and the position requirements above.

Responsibilities

Provide comprehensive technical support and incident management for all of AWS Services focusing on identifying and resolving critical customer-facing technical issues.
Manage critical incident response calls for all of AWS Service Teams, leading technical communication to external customers as well as internal AWS stakeholders, and performing Root Cause Analysis and Post Event Reviews.
Responsible for monitoring and analyzing data trends across multiple platforms to identify potential systemic technical issues and service disruptions.
Utilize comprehensive understanding of AWS architectural frameworks and proactively diagnose complex technical challenges in cloud computing environments.
Advocate for customer experience improvements, designing automated solutions for system self-repair, and improving key performance metrics for incident resolution.