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

- Technical Troubleshooting and Debugging: Proven experience in troubleshooting and resolving complex technical systems issues.
- Analytical Documentation Skills: Experience in documenting technical findings and analysis.
- Scripting Knowledge: Practical programming ability with at least one scripting language (e.g., Python, Shell Script, PowerShell, Ruby, etc) to automate routine tasks and improve efficiency.
- Technical Support Background: 3+ years of experience in technical support, incident response, or a related field.
- Advanced Monitoring and Observability Skills: Experience with monitoring tools (e.g., CloudWatch, Datadog, Prometheus) for proactively identifying and resolving performance issues.
- Expertise in Incident Management and Call Facilitation: Demonstrated experience managing high-stakes, multi-participant incident calls, with the ability to communicate clearly and organize on-call team members effectively.
- CI/CD and Process Automation: Familiarity with CI/CD pipelines and automation best practices to continuously improve the team’s deployment and incident management workflows.
- Collaboration and Cross-Team Communication: Strong skills in collaborating across technical teams, documenting incidents, and sharing findings with both technical and non-technical stakeholders to foster operational transparency.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.
AWS Incident Response is at the heart of high availability of Amazon Web Services. We make customer impacting events shorter and less frequent by providing large scale event and incident management. Our automated tooling quickly identifies the cause of an issue and helps mitigate its impact, and much of our engineer time is spent on projects to improve the tooling and automation. We also provide manual incident management for AWS and other Amazon groups, directing the resolution of an issue with service teams, and diving deep into those events to drive improvements to the tooling. It's an exciting time to join our team as we are rapidly growing and expanding our offerings.

As a Support Engineer on the team you will lead projects and build processes to reduce the duration, frequency, and impact of issues within the AWS and Amazon infrastructure. You will also spend a portion of your time directing the resolution of high visibility incidents by leading conference calls and teams across the globe. Using data learned from those incidents you will drive further improvements into our automation, tooling, and processes so that the next event is shorter or avoided entirely. You will participate on project teams to expand use of our tooling to additional areas across Amazon. You'll also have the opportunity to grow your coding skills by taking on development projects matched to your ability level. If you're looking for a supportive team with great growth potential and an opportunity to make a huge impact, this is the team to join.

AWS Infrastructure Services (AIS)

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

Key job responsibilities
- Critical Issue Resolution and Call Management: Act as the primary point of contact in a team rotation for customer impacting issues. Monitor performance graphs, drive resolution calls with a large number of service team members, and page additional engineers as needed until the root cause is identified. Please note this could include some weekends and holidays.
- Root Cause Analysis and Prevention: Identify and analyse recurring platform issues, leading projects to address root causes and implement long-term preventative measures.
- Automation and Efficiency Projects: Apply scripting and automation skills to projects that improve team efficiency and operational excellence, reducing manual work and streamlining incident resolution processes.
- Documentation and SOP Development: Design, create, and review documentation, including new standard operating procedures, to improve knowledge sharing and incident response speed.
- Mentorship and Knowledge Sharing: Provide mentorship to peers in technical troubleshooting and incident management best practices.
- Global Project Leadership: Lead cross-functional, global project teams to implement operational improvements and automation initiatives.

A day in the life
A Support Engineer on the AWS Incident Response team has full visibility on all AWS services! There are limitless opportunities to learn as we work with AWS internal teams and have visibility into all AWS products and services.

When oncall, we provide incident management capabilities through conference calls and automation, to support internal AWS teams during the response, diagnosis and mitigation of large scale events.

When not oncall, we build processes and automation to help AWS experience fewer, shorter and smaller customer impacting incidents.

About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

About the team
The AWS Incident Response (AIR) team is Amazon’s central defense against large-scale incidents and drives operational excellence across all of Amazon businesses. Our key offering to Amazon is best-in-class Incident Management. Our engineers are front-and-center in driving down event duration through experience in operational excellence, current best practices and incident management tooling.