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Customer Support Escalation Specialist

2 months ago

Seattle, Washington, United States Amazon Full time


Are you ready to leverage your skills to make a significant impact on a global scale? Join a collaborative and supportive team that champions the best interests of our customers. Read on...


ABOUT US


The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organization, is committed to overseeing critical escalations, customer-facing communications, and managing large-scale events that affect customers.

E2M's mission is to enhance operational excellence and improve the overall customer support experience.

Amazon has established a reputation for excellence, aiming to be the most customer-centric company on the planet.

A company that customers worldwide recognize, value, and trust for its extensive range of products and services and the convenience they offer.

AWS continues this legacy, leading the charge in cloud technologies.

Amazon provides the flexibility to work in-office or remotely.

Employees are expected to reside within a reasonable distance of their assigned office.

Those working from home are encouraged to engage with their teams in the office occasionally for team-building, significant training, or other events.


ABOUT YOU


E2M seeks individuals who are meticulous, analytical thinkers and innovative problem solvers, with a strong inclination towards action.

You are someone who is not limited by conventional methods. You can navigate intricate details while also managing broader strategic initiatives.


You confidently advocate for AWS customers, maintaining composure and leadership in dynamic and high-pressure situations.

You are enthusiastic about managing critical infrastructure services that support global customers around the clock and are eager to engage in technical initiatives that foster continuous improvement in the customer support experience.

Collaborating with some of the industry's brightest minds is part of your daily routine.

Ultimately, you have a passion for technology and a strong desire to expand your knowledge and capabilities within AWS.

ABOUT THE ROLE


As a member of the E2M 'Event Management' team, we focus on identifying widespread or systemic issues affecting customers of Amazon Web Services.

We monitor internal tools to detect customer-impacting problems.

When an issue arises, we ensure that the relevant business and technology leaders, along with their teams, are engaged to restore disrupted AWS services and advocate for the customer experience.

As Escalation Engineers, we enjoy unparalleled exposure to all aspects of AWS, including numerous cutting-edge technologies.

Each day presents new and exciting opportunities that include:

• Leading critical incident response and management, including coordinating calls with internal and external participants for customers' essential workloads and AWS Service Teams.

• Delivering clear and timely updates on developing and ongoing issues to AWS Support customers and internal stakeholders.


• Enhancing key metrics such as 'mean time to engagement' and 'mean time to communication' for all incident types.

• Facilitating Root Cause Analysis and Post Event Reviews after each event to minimize recurrence.


• Collaborating with key stakeholders across AWS as advocates for customers to drive improvements in their AWS experience and develop mechanisms that enhance E2M's ability to achieve this goal.

• Analyzing data trends from internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues.

• Gaining a comprehensive understanding of AWS architecture and service interdependencies.

• Designing, building, or collaborating on solutions that utilize automation and self-repair rather than relying on human intervention.

About the Team

Diverse Experiences

AWS values diverse experiences.

Even if you do not meet all the preferred qualifications and skills listed in the job description, we encourage candidates to apply.

If your career is just beginning, hasn't followed a traditional path, or includes alternative experiences, don't let it deter you from applying.


Why AWS?

Amazon Web Services (AWS) is the world's most comprehensive and widely adopted cloud platform.

We pioneered cloud computing and continue to innovate — that's 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

At AWS, we naturally embrace learning and curiosity. Our employee-led affinity groups foster a culture of inclusion that empowers us to take pride in our differences.

Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to continually celebrate our uniqueness.


Mentorship & Career Growth

We are consistently raising our performance standards as we strive to become Earth's Best Employer.

That's why you'll find abundant knowledge-sharing, mentorship, and other career-advancing resources here to help you grow into a well-rounded professional.


Work/Life Balance

We prioritize work-life harmony.

Achieving success at work should never come at the expense of personal sacrifices, which is why we strive for flexibility as part of our work culture.

When we feel supported both at work and at home, there's nothing we can't accomplish in the cloud.

Basic Qualifications

• Bachelor's degree in Computer Science, Engineering, or Mathematics.


• 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or a similar IT role focused on cloud infrastructure.


Preferred Qualifications

• Industry-specific certification(s) such as the AWS Solutions Architect Associate Certification or higher.

• 2+ years of Incident or Problem Management experience for either on-premises or Cloud-based infrastructure.

• Familiarity with operating or designing distributed architectures with the ability to correlate system behaviors based on known interdependencies.

• Experience in creating or designing cloud application architectures with a focus on high availability.

• Proficiency in creating and utilizing JavaScript, PowerShell, and/or BASH scripting.


• Ability to review complex technical details regarding ongoing issues/events and convey key information to senior stakeholders, including recommendations, to facilitate real-time decision-making.

• Excellent written and oral English communication skills.

Amazon is committed to fostering a diverse and inclusive workplace.

Amazon is an equal opportunity employer and does not discriminate based on 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 website.

Our compensation reflects the cost of labor across various 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 several factors, including market location, and may vary depending on job-related knowledge, skills, and experience.

Amazon is a total compensation company.

Depending on the position offered, equity, sign-on payments, and other forms of compensation may be included as part of a total compensation package, in addition to a comprehensive range of medical, financial, and/or other benefits.

This position will remain posted until filled. Applicants should apply via our internal or external career site.