Incident Management Engineer (ES2)

AWS Sales, Marketing, and Global Services (SMGS) is seeking an Incident Management Engineer to join their Enhanced Support Services (ES2) team. This role is crucial in managing critical escalations and ensuring operational excellence for AWS customers worldwide.

The position requires a strong background in incident management and customer ownership, with core business hours from 8am-4pm PDT. The successful candidate will be responsible for driving the resolution of large-scale customer impacting incidents, providing critical incident response management, and leading communication during high-impact events.

As an Incident Management Engineer, you'll work with a diverse team dedicated to maintaining AWS's world-class support standards. The role combines technical expertise with strategic thinking, requiring excellent communication skills to work effectively with customers at all organizational levels. You'll be part of AWS's mission to be Earth's Best Employer, with access to extensive knowledge-sharing and mentorship opportunities.

Key responsibilities include monitoring customer metrics, managing complex escalations, collaborating with engineering teams, and driving operational improvements. The role offers competitive compensation ranging from $86,000 to $185,000 annually, based on location and experience, plus comprehensive benefits including medical, financial, and work-life balance support.

AWS values diverse experiences and maintains an inclusive culture through employee-led affinity groups and ongoing learning experiences. The position offers significant growth potential, with opportunities to mentor peers and lead projects that impact AWS's global customer base.

Ideal candidates will have 3+ years of technical support experience, a bachelor's degree, and strong knowledge of distributed computing environments. Experience with AWS services or other cloud offerings is essential, along with excellent problem-solving abilities and a customer-first mindset.

Join a team that's at the forefront of cloud computing innovation, where your contributions will directly impact the success of AWS customers worldwide. This role offers the perfect blend of technical challenges, leadership opportunities, and the chance to work with cutting-edge cloud technologies while maintaining a healthy work-life harmony.