Escalation Engineer II (HSO), E2M

World's most comprehensive and broadly adopted cloud platform, pioneering cloud computing with AWS.
$86,000 - $185,000
Cloud
Mid-Level Software Engineer
In-Person
5,000+ Employees
4+ years of experience
Enterprise SaaS · Cloud
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Description For Escalation Engineer II (HSO), E2M

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

As part of the E2M's Health team, you'll be responsible for keeping customers informed during technical challenges, executing planned operational communications, and supporting customer success with AWS Health Service. The role requires strong analytical thinking, problem-solving abilities, and excellent communication skills.

The ideal candidate will have 4+ years of technical support experience and a background in IT or Computer Studies. Knowledge of distributed computing environments and experience in Support Engineering or Customer Escalations is highly valued. You'll work in a dynamic environment alongside industry experts, managing critical infrastructure services that serve global customers.

Amazon offers a comprehensive compensation package including competitive base salary ranging from $86,000 to $185,000 depending on location, plus equity, sign-on bonuses, and extensive benefits. The company is committed to diversity and inclusion, providing various employee-led affinity groups and career development opportunities.

This role provides unlimited exposure to AWS technologies and services, making it perfect for those passionate about cloud computing and customer service. You'll have the opportunity to influence the customer experience directly while working with some of the most advanced cloud technologies in the industry.

Last updated 3 months ago

Responsibilities For Escalation Engineer II (HSO), E2M

  • Supporting external customers to integrate with AWS Health service
  • Work with AWS Health Engineering team to improve customer experience
  • Partner with AWS Service Teams to craft communications
  • Execute planned operational communications to customers
  • Provide clear communication on work items to internal stakeholders
  • Build understanding of AWS services and customer use cases
  • Facilitate post mortems of operational failures
  • Implement corrective actions and identify improvement opportunities

Requirements For Escalation Engineer II (HSO), E2M

  • 4+ years of technical support experience
  • Tertiary qualification IT / Computer Studies or Technology Certifications
  • Knowledge of distributed computing environments
  • 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role

Benefits For Escalation Engineer II (HSO), E2M

Medical Insurance
Dental Insurance
Vision Insurance
401k
Equity
  • Medical benefits
  • Financial benefits
  • Work-life harmony
  • Career development and mentorship
  • Inclusive workplace culture
  • Employee-led affinity groups
  • Equity compensation
  • Sign-on payments

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