About the Role
As a member of E2M's Health team, you will play a key role in keeping customers informed and moving forward when facing challenges with AWS products and services. Your responsibilities will include:
* Supporting external customers to successfully integrate with and consume operational information from the AWS Health service.
* Working with the AWS Health Engineering team to improve customer experience for operational notifications.
* Partnering with AWS Service Teams to craft communications and remove technical ambiguity.
* Executing planned operational communications to customers according to AWS communication tenets and style guides.
* Providing clear, concise, and timely communication on work items to relevant internal stakeholders.
* Building a broad understanding of AWS services, service inter-dependencies, and customer use cases to enhance the customer experience.
* Facilitating post-mortems of operational failures, implementing corrective actions, and identifying improvement opportunities.
What We're Looking For
We're looking for detail-oriented, analytical thinkers and creative problem solvers with a strong bias for action. You must be able to advocate for customers and maintain composure in dynamic, high-pressure situations. You should be comfortable working on highly technical initiatives to improve the AWS customer experience and excel at collaborating with industry experts while owning critical infrastructure services.
Requirements
* A relevant tertiary qualification (Information Systems / IT / Computer Science / Mathematics / Engineering / Physics / similar) AND 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or in a Technical Operations/Support role focused on cloud infrastructure OR 3+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or in a Technical Operations/Support role focused on cloud infrastructure (if no tertiary qualification).
* Industry-specific accredited certification(s) such as the AWS Associate level certifications.
* Familiarity with Cloud services focusing on high availability and fault-tolerant design.
* Knowledge of ITIL/Lean Processes.
* Experience with data manipulation and/or automation using Python, JavaScript, or shell scripting.
* Excellent English technical writing skills.