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Escalation Engineer I

3 months ago

Portland, Oregon, United States Amazon Full time

ABOUT US

Amazon has built a reputation for excellence with a mission to be the earths most customer-centric 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.

Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

The Escalation and Event Management (E2M) team is part of the broader AWS-SMGS organization and is dedicated to managing critical escalations, customer facing communications, and handling large-scale 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. 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 and 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.

Key job responsibilities

Every day will bring new and exciting opportunities 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 inter-dependencies 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

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.

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the 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.

Inclusive Team Culture

Here at AWS, its in our nature to learn and be curious. Our employee-led 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 knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, theres nothing we cant achieve in the cloud.

We are open to hiring candidates to work out of one of the following locations:

Portland, OR, USA | Seattle, WA, USA

Basic Qualifications

2+ years of system administration experience

2+ years of technical support experience

Tertiary qualification IT / Computer Studies or Technology Certifications

Preferred Qualifications

Bachelor's degree in computer science or equivalent

3+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role

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

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $71,100/year in our lowest geographic market up to $158,900/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.