Escalation Engineer II (Comms), E2M

Amazon Web Services (AWS) is seeking an Escalation Engineer II to join their Escalation and Event Management (E2M) team within AWS Support organization. This role is crucial in managing critical escalations, executing customer-facing operational communications, and supporting the AWS Health service. The position offers an opportunity to work with cutting-edge cloud technologies while focusing on operational excellence and customer experience improvement.

The ideal candidate will be a detailed, analytical thinker with creative problem-solving abilities and a strong bias for action. You'll be working in a dynamic environment alongside industry experts, managing critical infrastructure services that serve global customers. The role involves supporting external customers with AWS Health service integration, partnering with engineering teams to improve customer experience, and executing planned operational communications.

AWS offers a comprehensive compensation package including competitive base salary ranging from $86,000 to $185,000 depending on location, plus equity and benefits. The company provides extensive opportunities for professional growth through mentorship, knowledge-sharing, and career advancement resources. AWS values diversity and maintains an inclusive culture through employee-led affinity groups and ongoing learning experiences.

This position requires 4+ years of technical support experience and relevant IT qualifications. Knowledge of distributed computing environments and experience in Support Engineering or Customer Escalations is preferred. The role offers exposure to all aspects of AWS technologies and the opportunity to make a significant impact on customer experience and operational excellence.