Support Engineer - Incident Management, AWS Incident Response (AIR)

World's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuous innovation.
DevOps
Mid-Level Software Engineer
In-Person
5,000+ Employees
3+ years of experience
Enterprise SaaS · Cloud

Description For Support Engineer - Incident Management, AWS Incident Response (AIR)

AWS Incident Response plays a crucial role in maintaining the high availability of Amazon Web Services. As a Support Engineer on the team, you'll be at the forefront of managing and improving large-scale event and incident response systems. The role combines hands-on incident management with strategic project work to enhance automation and reduce incident impact.

You'll lead projects to minimize the duration, frequency, and impact of issues within AWS infrastructure. Your responsibilities include directing high-visibility incident resolution, leading global conference calls, and implementing improvements based on incident learnings. The position offers significant growth potential in both technical and leadership capabilities.

The team is part of AWS Infrastructure Services, which manages all AWS global infrastructure. You'll work alongside diverse professionals including software engineers, hardware specialists, and security experts. The role offers unique visibility into all AWS products and services, providing unlimited learning opportunities.

Key aspects include managing critical issues, developing automation solutions, conducting root cause analysis, and mentoring peers. When on-call, you'll handle incident management through conference calls and automation tools. During regular hours, you'll focus on building processes and automation to reduce incident frequency and impact.

The ideal candidate combines strong technical troubleshooting skills with excellent communication abilities. You'll need experience in technical support or incident response, programming knowledge, and the ability to manage high-stakes situations effectively. AWS values diverse experiences and provides an inclusive environment where you can grow professionally while maintaining work-life harmony.

Last updated 16 hours ago

Responsibilities For Support Engineer - Incident Management, AWS Incident Response (AIR)

  • Act as primary point of contact for customer impacting issues
  • Monitor performance graphs and drive resolution calls
  • Identify and analyse recurring platform issues
  • Lead projects to address root causes
  • Apply scripting and automation skills to improve team efficiency
  • Design, create, and review documentation
  • Provide mentorship to peers in technical troubleshooting
  • Lead cross-functional, global project teams

Requirements For Support Engineer - Incident Management, AWS Incident Response (AIR)

Python
Linux
  • 3+ years experience in technical support, incident response, or related field
  • Proven experience in troubleshooting and resolving complex technical systems issues
  • Experience in documenting technical findings and analysis
  • Practical programming ability with at least one scripting language
  • Experience with monitoring tools (e.g., CloudWatch, Datadog, Prometheus)
  • Strong skills in collaborating across technical teams

Benefits For Support Engineer - Incident Management, AWS Incident Response (AIR)

  • Equal opportunities employer
  • Inclusive work culture
  • Work-life harmony
  • Career development opportunities
  • Mentorship programs

Interested in this job?

Jobs Related To Amazon Support Engineer - Incident Management, AWS Incident Response (AIR)

Software QA Engineer, Device OS

QA Engineer role at Amazon Lab126 focusing on device OS testing, requiring 4+ years experience in automated and manual testing, offering competitive salary range $102,600-$185,000.

System Development Engineer, Amazon Fulfillment Technology

System Development Engineer role at Amazon Fulfillment Technology, focusing on DevOps, automation, and maintaining warehouse management systems using AWS technologies.

Systems Engineer II, AWS Operations Management (AWSOM)

Systems Engineer II position at AWS Operations Management team focusing on improving reliability and efficiency of AWS regions through automation and operational excellence.

Live Ops Support Engineer, Prime Video Playback Live Operations

Live Ops Support Engineer position at Amazon Prime Video, focusing on managing live streaming broadcasts and technical support for video delivery systems.

RME Manager-I

Facilities Manager position at Amazon's fulfillment center in Mumbai, leading maintenance operations and third-party service providers.