Support Engineer, Amazon
Incident Management, AWS Incident Response
The largest online retailer and technology provider
Open for applications
The largest online retailer and technology provider
1001+ employees
Open for applications
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- Technical Troubleshooting and Debugging: Proven experience in troubleshooting and resolving complex technical systems issues
- Analytical Documentation Skills: Experience in documenting technical findings and analysis
- Scripting Knowledge: Practical programming ability with at least one scripting language (e.g., Python, Shell Script, PowerShell, Ruby, etc) to automate routine tasks and improve efficiency
- Technical Support Background: 3+ years experience in technical support, incident response, or a related field
Desirable
- Advanced Monitoring and Observability Skills: Experience with monitoring tools (e.g., CloudWatch, Datadog, Prometheus) for proactively identifying and resolving performance issues
- Expertise in Incident Management and Call Facilitation: Demonstrated experience managing high-stakes, multi-participant incident calls, with the ability to communicate clearly and organize on-call team members effectively
- CI/CD and Process Automation: Familiarity with CI/CD pipelines and automation best practices to continuously improve the team’s deployment and incident management workflows
- Collaboration and Cross-Team Communication: Strong skills in collaborating across technical teams, documenting incidents, and sharing findings with both technical and non-technical stakeholders to foster operational transparency
What the job involves
- 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
- Critical Issue Resolution and Call Management: Act as the primary point of contact in a team rotation for customer impacting issues. Monitor performance graphs, drive resolution calls with a large number of service team members, and page additional engineers as needed until the root cause is identified. Please note this could include some weekends and holidays
- Root Cause Analysis and Prevention: Identify and analyse recurring platform issues, leading projects to address root causes and implement long-term preventative measures
- Automation and Efficiency Projects: Apply scripting and automation skills to projects that improve team efficiency and operational excellence, reducing manual work and streamlining incident resolution processes
- Documentation and SOP Development: Design, create, and review documentation, including new standard operating procedures, to improve knowledge sharing and incident response speed
- Mentorship and Knowledge Sharing: Provide mentorship to peers in technical troubleshooting and incident management best practices
- Global Project Leadership: Lead cross-functional, global project teams to implement operational improvements and automation initiatives
- 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
- When not oncall, we build processes and automation to help AWS experience fewer, shorter and smaller customer impacting incidents
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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