Escalation Engineer I (AWS Health)
Escalation Engineer I (AWS Health)
Posted on :
06-05-2025
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1 Vacancy
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Job Description
ABOUT US
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector.
Amazon has built a reputation for excellence with a mission to be the earths most customercentric company a company that customers from all over the globe will recognize value and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.
The Escalation and Event Management (E2M) team is part of the broader AWS Support organisation and is dedicated to managing critical escalations customer facing operational communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU
E2M is looking for people who are detailed analytical thinkers as well as creative problem solvers with a strong bias for action. You are someone who is not constrained by the notion of how things are usually done and you are equally comfortable operating in the minute detail as well as with coordinating efforts at the forty thousand foot view. You confidently advocate for customers maintaining composure in dynamic and high pressure situations. You are comfortable working on highly technical initiatives to consistently improve the AWS customer experience. You are someone who excels at working in a dynamic environment while collaborating with some of the smartest people in the industry and you get excited about owning critical infrastructure services that serve global customers every second of the day!
Finally you are passionate about technology with a desire to learn more and do more with AWS.
ABOUT THE ROLE
As members of E2Ms Health team we work to keep customers informed and moving forward when they are facing challenges using AWS products and services. We are responsible for executing planned operational communications through the AWS Health Service enabling internal AWS Engineering Teams to interact with the AWS Health Service and supporting customers to be successful using AWS Health. We ensure customers are proactively informed of changes or impact to the AWS resources customers are using in their operation ensuring communications are clear and beneficial to the customer experience. Because of our unique role as Escalation Engineers we have limitless exposure to all things AWS including numerous leading edge technologies.
Every day will bring new and exciting challenges that include elements of:
Supporting external customers to successfully integrate with and consume operational information from the AWS Health service
Work with AWS Health Engineering team to improve the customer experience for operational notifications that E2M sends on behalf of other AWS services
Partner with AWS Service Teams to craft communications help to identify and remove technical ambiguity
Execute 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 interdependencies and customer use cases to improve the customer experience and operational excellence
Facilitating post mortems of operational failures implementing corrective actions and identifying improvement opportunities for existing processes.
Other duties as required by the organization
About the team
Diverse Experiences
AWS 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.
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 & 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.
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.
5 years of experience in Support Engineering Customer Escalations Technical Communications or similar IT role OR
5 years of experience in technical operations or support focused on cloud infrastructure
Tertiary qualification/Bachelors Degree in Information Science / Information Technology Computer Science Engineering Mathematics Physics or a related field (or 6 years of relevant work experience)
Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
Industry specific accredited certification(s) such as the AWS Associate level certifications
Familiarity with Cloud services with a focus on high availability and fault tolerant design
Knowledge of ITIL/Lean Processes
Ability to work in ambiguous environments
Demonstrated critical thinking and logical problem solving skills
Experience with data manipulation and/or automation using Python JavaScript or shell scripting
Effective prioritization and time management skills
Excellent English Technical writing skills
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector.
Amazon has built a reputation for excellence with a mission to be the earths most customercentric company a company that customers from all over the globe will recognize value and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.
The Escalation and Event Management (E2M) team is part of the broader AWS Support organisation and is dedicated to managing critical escalations customer facing operational communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU
E2M is looking for people who are detailed analytical thinkers as well as creative problem solvers with a strong bias for action. You are someone who is not constrained by the notion of how things are usually done and you are equally comfortable operating in the minute detail as well as with coordinating efforts at the forty thousand foot view. You confidently advocate for customers maintaining composure in dynamic and high pressure situations. You are comfortable working on highly technical initiatives to consistently improve the AWS customer experience. You are someone who excels at working in a dynamic environment while collaborating with some of the smartest people in the industry and you get excited about owning critical infrastructure services that serve global customers every second of the day!
Finally you are passionate about technology with a desire to learn more and do more with AWS.
ABOUT THE ROLE
As members of E2Ms Health team we work to keep customers informed and moving forward when they are facing challenges using AWS products and services. We are responsible for executing planned operational communications through the AWS Health Service enabling internal AWS Engineering Teams to interact with the AWS Health Service and supporting customers to be successful using AWS Health. We ensure customers are proactively informed of changes or impact to the AWS resources customers are using in their operation ensuring communications are clear and beneficial to the customer experience. Because of our unique role as Escalation Engineers we have limitless exposure to all things AWS including numerous leading edge technologies.
Every day will bring new and exciting challenges that include elements of:
Supporting external customers to successfully integrate with and consume operational information from the AWS Health service
Work with AWS Health Engineering team to improve the customer experience for operational notifications that E2M sends on behalf of other AWS services
Partner with AWS Service Teams to craft communications help to identify and remove technical ambiguity
Execute 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 interdependencies and customer use cases to improve the customer experience and operational excellence
Facilitating post mortems of operational failures implementing corrective actions and identifying improvement opportunities for existing processes.
Other duties as required by the organization
About the team
Diverse Experiences
AWS 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.
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 & 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.
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.
5 years of experience in Support Engineering Customer Escalations Technical Communications or similar IT role OR
5 years of experience in technical operations or support focused on cloud infrastructure
Tertiary qualification/Bachelors Degree in Information Science / Information Technology Computer Science Engineering Mathematics Physics or a related field (or 6 years of relevant work experience)
Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
Industry specific accredited certification(s) such as the AWS Associate level certifications
Familiarity with Cloud services with a focus on high availability and fault tolerant design
Knowledge of ITIL/Lean Processes
Ability to work in ambiguous environments
Demonstrated critical thinking and logical problem solving skills
Experience with data manipulation and/or automation using Python JavaScript or shell scripting
Effective prioritization and time management skills
Excellent English Technical writing skills
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.
Employment Type
Full-Time
Key Skills
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