Escalation Engineer (EM), AWS Support, Escalation and Event Management
Escalation Engineer (EM), AWS Support, Escalation and Event Management
Posted on :
20-05-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Would you like the opportunity for the work you do every day to have an impact on a global scale To work in close knit and supportive team and advocating for the very best for your customers Read on...
ABOUT US
The Escalation and Event Management (E2M) team part of the Amazon Web Services (AWS) Support organisation is dedicated to managing critical escalations customer facing communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer support experience.
Amazon has built a reputation for excellence with a mission to be the earths most customercentric company. A company that customers from around the world will recognise value and trust for our broad selection of products and services and the convenience they provide. AWS continues in that tradition leading the world in cloud technologies.
Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building significant training or other occasional events that may take place.
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. You are equally comfortable operating in the minute detail and coordinating our efforts at the forty thousand foot view.
You confidently act as an advocate of behalf of AWS customers maintaining composure and leadership in some very dynamic and high pressure situations. You are excited about owning critical infrastructure services those that serve global customers 24x7 and relish the opportunity to work on technical initiatives that drive continuous improvement in the Support experience of those customers. All this while collaborating with some of the smartest people in the industry!
Ultimately you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS.
ABOUT THE ROLE
As part of the E2M Event Management team we work to identify widespread and or systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customers impacting issues. When a issue is identified we ensure the appropriate business and technology leaders and their teams are engaged to drive the restoration of disrupted AWS services and act as an advocate of the customer to both report on and manage the customer experience. Because of our unique role as Escalation Engineers we have limitless exposure to all things AWS including numerous leading edge technologies.
Key job responsibilities
Every day will bring new and exciting opportunities that include:
Providing critical incident response/management (including leading calls with internal/external participants) for customers critical workloads and AWS Service Teams
Provide concise and timely communication on developing and progressing issues to AWS Support customers as well as internal stakeholders
Work to improve important metrics such as mean time to engagement and mean time to communication for all incident types
Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence
Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that support and improve E2Ms ability to deliver on that objective
Analyse data trends on internal tickets customer contacts social media and network and infrastructure monitoring to identify potential issues
Build a broad understanding of AWS architecture and service interdependencies
Design build or collaborate on solutions using automation and selfrepair rather than relying on human intervention
About the team
The Escalation and Event Management (E2M) team part of the Amazon Web Services (AWS) Support organisation is dedicated to managing critical escalations customer facing communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer support experience.
Amazon has built a reputation for excellence with a mission to be the earths most customercentric company. A company that customers from around the world will recognise value and trust for our broad selection of products and services and the convenience they provide. AWS continues in that tradition leading the world in cloud technologies.
Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building significant training or other occasional events that may take place.
3 years of network and operating system support experience
3 years of technical support experience
3 years of information security and compliance experience
4 years of distributed systems experience
Knowledge of distributed computing environments
Knowledge of security best practices
Experience with network troubleshooting tools (telnet testnetconnection tracert tracetcp iperf ntttcp dig and packet capture tools)
Incident Management
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.
ABOUT US
The Escalation and Event Management (E2M) team part of the Amazon Web Services (AWS) Support organisation is dedicated to managing critical escalations customer facing communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer support experience.
Amazon has built a reputation for excellence with a mission to be the earths most customercentric company. A company that customers from around the world will recognise value and trust for our broad selection of products and services and the convenience they provide. AWS continues in that tradition leading the world in cloud technologies.
Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building significant training or other occasional events that may take place.
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. You are equally comfortable operating in the minute detail and coordinating our efforts at the forty thousand foot view.
You confidently act as an advocate of behalf of AWS customers maintaining composure and leadership in some very dynamic and high pressure situations. You are excited about owning critical infrastructure services those that serve global customers 24x7 and relish the opportunity to work on technical initiatives that drive continuous improvement in the Support experience of those customers. All this while collaborating with some of the smartest people in the industry!
Ultimately you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS.
ABOUT THE ROLE
As part of the E2M Event Management team we work to identify widespread and or systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customers impacting issues. When a issue is identified we ensure the appropriate business and technology leaders and their teams are engaged to drive the restoration of disrupted AWS services and act as an advocate of the customer to both report on and manage the customer experience. Because of our unique role as Escalation Engineers we have limitless exposure to all things AWS including numerous leading edge technologies.
Key job responsibilities
Every day will bring new and exciting opportunities that include:
Providing critical incident response/management (including leading calls with internal/external participants) for customers critical workloads and AWS Service Teams
Provide concise and timely communication on developing and progressing issues to AWS Support customers as well as internal stakeholders
Work to improve important metrics such as mean time to engagement and mean time to communication for all incident types
Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence
Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that support and improve E2Ms ability to deliver on that objective
Analyse data trends on internal tickets customer contacts social media and network and infrastructure monitoring to identify potential issues
Build a broad understanding of AWS architecture and service interdependencies
Design build or collaborate on solutions using automation and selfrepair rather than relying on human intervention
About the team
The Escalation and Event Management (E2M) team part of the Amazon Web Services (AWS) Support organisation is dedicated to managing critical escalations customer facing communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer support experience.
Amazon has built a reputation for excellence with a mission to be the earths most customercentric company. A company that customers from around the world will recognise value and trust for our broad selection of products and services and the convenience they provide. AWS continues in that tradition leading the world in cloud technologies.
Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building significant training or other occasional events that may take place.
3 years of network and operating system support experience
3 years of technical support experience
3 years of information security and compliance experience
4 years of distributed systems experience
Knowledge of distributed computing environments
Knowledge of security best practices
Experience with network troubleshooting tools (telnet testnetconnection tracert tracetcp iperf ntttcp dig and packet capture tools)
Incident Management
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
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
