Support Engineer - Incident Management AWS Incident Response AIR
Support Engineer - Incident Management AWS Incident Response AIR
Posted on :
18-04-2025
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1 Vacancy
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Job Description
AWS Infrastructure Services owns the design planning delivery and operation of all AWS global infrastructure. In other words were the people who keep the cloud running. We support all AWS data centers and all of the servers storage networking power and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems with thousands of variables impacting the supply chain and were looking for talented people who want to help.
Youll join a diverse team of software hardware and network engineers supply chain specialists security experts operations managers and other vital roles. Youll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And youll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
The AWS Incident Response (AIR) team is at the heart of the 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 systems quickly detect and localize impact while we drive mitigation and resolution through expert incident management. Much of our engineer time is spent on projects to improve the tooling and automation.
As a Support Engineer on the AIR team your mission is reducing the duration frequency and impact of issues within the AWS and Amazon infrastructure. You will direct the resolution of high visibility incidents by leading conference calls and teams across the globe. You will mentor others helping them grow their incident management skills. Youll dig into data to identify trends and will propose and drive projects so that the next event is shorter or avoided entirely. Your work will make an impact across all of AWS with executive level visibility. If interested youll also have the opportunity to grow your coding skills by taking on development projects matched to your ability level. If youre looking for a 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
A day in the life
ABOUT AWS:
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
3 years of technical support experience
Experience troubleshooting and debugging technical systems
Knowledge of UNIX/Linux operating system
Experience scripting in modern program languages
Knowledge of distributed applications/enterprise applications
Experience in agile/scrum or related collaborative workflow
Solid grasp of networking fundamentals
Experience building services for a large scale cloud platform such as AWS
Knowledge of current best practice frameworks such as ITIL
Experience driving and managing large troubleshooting efforts
Experience dealing effectively with internal technical teams during problem resolution
Ability to effectively operate and communicate efficiently under pressure
Experience dealing effectively with internal customers during problem resolution and operating efficiently under pressure
Effective organizational skills and the ability to maintain a consistently high standard of operations in a busy environment
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81400/year in our lowest geographic market up to $182000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Youll join a diverse team of software hardware and network engineers supply chain specialists security experts operations managers and other vital roles. Youll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And youll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
The AWS Incident Response (AIR) team is at the heart of the 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 systems quickly detect and localize impact while we drive mitigation and resolution through expert incident management. Much of our engineer time is spent on projects to improve the tooling and automation.
As a Support Engineer on the AIR team your mission is reducing the duration frequency and impact of issues within the AWS and Amazon infrastructure. You will direct the resolution of high visibility incidents by leading conference calls and teams across the globe. You will mentor others helping them grow their incident management skills. Youll dig into data to identify trends and will propose and drive projects so that the next event is shorter or avoided entirely. Your work will make an impact across all of AWS with executive level visibility. If interested youll also have the opportunity to grow your coding skills by taking on development projects matched to your ability level. If youre looking for a 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
A day in the life
ABOUT AWS:
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
3 years of technical support experience
Experience troubleshooting and debugging technical systems
Knowledge of UNIX/Linux operating system
Experience scripting in modern program languages
Knowledge of distributed applications/enterprise applications
Experience in agile/scrum or related collaborative workflow
Solid grasp of networking fundamentals
Experience building services for a large scale cloud platform such as AWS
Knowledge of current best practice frameworks such as ITIL
Experience driving and managing large troubleshooting efforts
Experience dealing effectively with internal technical teams during problem resolution
Ability to effectively operate and communicate efficiently under pressure
Experience dealing effectively with internal customers during problem resolution and operating efficiently under pressure
Effective organizational skills and the ability to maintain a consistently high standard of operations in a busy environment
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81400/year in our lowest geographic market up to $182000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Employment Type
Full-Time
Key Skills
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