Job Title: Escalation Engineer, AWS Events Management & Comm
We are seeking detail-oriented, analytical thinkers and creative problem solvers with a strong bias for action. You will advocate for customers and maintain composure in dynamic, high-pressure situations.
About the Role:
* Support external customers to successfully integrate with and consume operational information from the AWS Health service.
* Work with the AWS Health Engineering team to improve customer experience for operational notifications.
* Partner with AWS Service Teams to craft communications and remove technical ambiguity.
* Execute planned operational communications to customers according to AWS communication tenets and style guides.
* Provide clear, concise, and timely communication on work items to relevant internal stakeholders.
* Build a broad understanding of AWS services, service inter-dependencies, and customer use cases to enhance the customer experience.
* Facilitate post-mortems of operational failures, implementing corrective actions, and identifying improvement opportunities.
Requirements:
* 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.
Salary:
$120,000 - $150,000 per year.