DescriptionThe 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. You'll 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, 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 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 strengthBasic Qualifications
3+ years of technical support experience
Experience troubleshooting and debugging technical systems
Knowledge of UNIX/Linux operating system
Experience scripting in modern program languages
Experience in agile/scrum or related collaborative workflow
Knowledge of distributed applications/enterprise applications
Solid grasp of networking fundamentals
Preferred Qualifications
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on 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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.