Job Title:
Technical Escalation Engineer, Enhanced Support Services (ES2)
-----------------------------------
About the Role:
* Drive critical customer escalations to resolution, ensuring the right teams are engaged.
* Communicate clearly and concisely with internal stakeholders, including AWS Senior Leadership.
* Build an understanding of AWS services and customer use cases to enhance operational excellence.
* Facilitate post-incident reviews and implement corrective actions.
* Design and collaborate on automation solutions.
* Perform other duties as required.
-----------------------------------
Requirements:
BASIC QUALIFICATIONS
* 5+ years of experience in Support Engineering, Customer Escalations, or similar IT role.
* 2+ years of experience in technical operations or support focused on cloud infrastructure.
* Demonstrated knowledge of AWS Services.
* Tertiary qualification/Bachelor's Degree in a related field or 6+ years of relevant work experience.
* Open to working alternative hours, including weekends and holidays.
PREFERRED QUALIFICATIONS
* Excellent written and oral English communication skills.
* Industry-specific accredited certification(s) such as AWS Associate level certifications.
* Familiarity with Cloud services focused on high availability.
* Experience with data manipulation and/or automation.
* Knowledge of ITIL/Lean Processes.
* Effective prioritization and time management skills.
* Ability to work in ambiguous environments.
* Demonstrated critical thinking and problem-solving skills.
-----------------------------------
About Amazon:
Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.