Job Description
AWS Incident Response is at the heart of high availability of Amazon Web Services. We make customer impacting events shorter and less frequent by providing large scale event and incident management.
Our automated tooling quickly identifies the cause of an issue and helps mitigate its impact, and much of our engineer time is spent on projects to improve the tooling and automation.
We also provide manual incident management for AWS and other Amazon groups, directing the resolution of an issue with service teams, and diving deep into those events to drive improvements to the tooling.
It's an exciting time to join our team as we are rapidly growing and expanding our offerings.
As a Support Engineer on the team you will lead projects and build processes to reduce the duration, frequency, and impact of issues within the AWS and Amazon infrastructure.
You will also spend a portion of your time directing the resolution of high visibility incidents by leading conference calls and teams across the globe.
Using data learned from those incidents you will drive further improvements into our automation, tooling, and processes so that the next event is shorter or avoided entirely.
You will participate on project teams to expand use of our tooling to additional areas across Amazon.You'll also have the opportunity to grow your coding skills by taking on development projects matched to your ability level.
If you're looking for a supportive team with great growth potential and an opportunity to make a huge impact, this is the team to join.
Key job responsibilities- Drive the resolution of large scale customer impacting issues as part of a team rotation, including some weekends and holidays
- Identify and troubleshoot recurring platform issues and own projects to drive improvements
- Participate in Agile sprints to evolve business processes and technologies
- Create and review documentation; design new standard operating procedures
- Mentor peers in your areas of technical and operational strength
- Lead projects and teams across the globe to drive operational improvements
A Support Engineer on the AWS Incident Response team has full visibility on all AWS services There are limitless opportunities to learn as we work with AWS internal teams and have visibility into all AWS products and services.
When oncall, we provide incident management capabilities through conference calls and automation, to support internal AWS teams during the response, diagnosis and mitigation of large scale events.
About the team
The AWS Incident Response (AIR) team is Amazon's central defense against large-scale incidents and drives operational excellence across all of Amazon businesses.
Our key offering to Amazon is best-in-class Incident Management.Our engineers are front-and-center in driving down event duration through experience in operational excellence, current best practices and incident management tooling.
- Experience troubleshooting and debugging technical systems- Experience in agile/scrum or related collaborative workflows
- Experience troubleshooting and documenting findings
- 3+ years of technical support or related experience Knowledge of UNIX / Linux operating systems
- Experience driving and managing large troubleshooting efforts or incidents
Amazon is committed to a diverse and inclusive workplace.
Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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