Escalation Engineer, Enhanced Support Services (ES2)
Job Summary
We are seeking a highly skilled Escalation Engineer to join our Enhanced Support Services (ES2) team. As a member of this team, you will work closely with Engineering Teams and internal stakeholders to resolve critical customer escalations and improve the overall customer experience.
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About the Role
The successful candidate will have a strong background in technical operations or support focused on cloud infrastructure and demonstrated knowledge and proficiency with AWS Services. You will be responsible for driving critical customer escalations, providing clear communication, building broad understanding of AWS services, and facilitating post-incident reviews.
* Drive complex customer escalations in collaboration with Engineering Teams.
* Provide clear, concise, and timely communication on work items to relevant internal stakeholders.
* Build a broad understanding of AWS services to improve customer experience and operational excellence.
* Facilitate post-incident reviews, implementing corrective actions and identifying improvement opportunities.
* Design, build, or collaborate on solutions using automation and self-repair.
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 and proficiency with AWS Services
- Tertiary qualification/Bachelor's Degree in a related field (or 6+ years of relevant work experience)
- Open to working alternative hours, including some weekends and holidays.
PREFERRED QUALIFICATIONS
- Excellent written and oral English communication skills
- Industry-specific accredited certification(s) such as AWS Associate level
- Familiarity with Cloud services focused on high availability and fault tolerance
- Experience with data manipulation and/or automation
- Knowledge of ITIL/Lean Processes
- Effective prioritization and time management skills
- Ability to work in ambiguous environments
- Ability to lead change and drive operational excellence improvement initiatives
- Demonstrated critical thinking and logical problem-solving skills.