Escalation Engineer (EM), Escalation & Event Management Team (E2M)

World's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuous innovation.
Seattle, WA, USAPortland, OR, USA
$71,100 - $158,900
Cloud
Mid-Level Software Engineer
Hybrid
5,000+ Employees
2+ years of experience
Enterprise SaaS · Cloud
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Description For Escalation Engineer (EM), Escalation & Event Management Team (E2M)

AWS's Escalation and Event Management (E2M) team is seeking a detail-oriented and analytical Escalation Engineer to join their critical operations team. This role offers the unique opportunity to have global impact while working with cutting-edge cloud technologies. As part of the E2M team, you'll be responsible for managing critical escalations, customer-facing communications, and handling large-scale customer impacting events.

The position requires someone who can think both analytically and creatively, maintaining composure in high-pressure situations while advocating for AWS customers. You'll work with some of the industry's brightest minds, managing critical infrastructure services that operate 24/7 globally. The role involves incident response management, stakeholder communication, root cause analysis, and developing automation solutions.

AWS offers a flexible hybrid work environment, with offices in Seattle and Portland. The company values diverse experiences and fosters an inclusive culture through employee-led affinity groups and ongoing learning experiences. Career growth is supported through mentorship and knowledge-sharing opportunities.

The compensation package is comprehensive, including a competitive base salary range of $71,100 to $158,900 depending on location, plus equity, sign-on payments, and extensive benefits. This is an excellent opportunity for someone passionate about cloud technology who wants to make a significant impact on AWS's customer support experience while working with leading-edge technologies in a supportive, diverse environment.

Last updated 3 months ago

Responsibilities For Escalation Engineer (EM), Escalation & Event Management Team (E2M)

  • Provide critical incident response/management for customer workloads and AWS Service Teams
  • Provide concise and timely communication on developing issues to AWS Support customers and stakeholders
  • Facilitate Root Cause Analysis and Post Event Reviews
  • Analyze data trends on internal tickets, customer contacts, social media, and monitoring
  • Build broad understanding of AWS architecture and service inter-dependencies
  • Design and build automation solutions for self-repair
  • Work to improve metrics such as mean time to engagement and communication

Requirements For Escalation Engineer (EM), Escalation & Event Management Team (E2M)

JavaScript
Linux
  • Bachelor's degree in Computer Science, Engineering, Mathematics
  • 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role
  • Experience with JavaScript, Powershell, and/or BASH scripting
  • Excellent written and oral English communication skills
  • Ability to review complex technical details and convey key details to stakeholders

Benefits For Escalation Engineer (EM), Escalation & Event Management Team (E2M)

Medical Insurance
Equity
  • Medical, financial, and other benefits
  • Equity compensation
  • Sign-on payments
  • Flexible work arrangements
  • Career development and mentorship opportunities
  • Inclusive work culture

Interested in this job?