Issue Management Support Engineer

Job description

DESCRIPTION

AWS Incident Management builds systems that are the foundation of how work is logged, tracked, and done at all of Amazon. Our web-applications and services enable company-wide agile software development, ticketing and ticket analytics. These systems play a crucial role in the operational execution and excellence at Amazon, are highly available and widely used. There is hardly anyone at Amazon who has not used the tools we own.

We are looking for a passionate support engineer who is customer obsessed and thrives on being the catalyst for changes that will not only solve problems for customers, but fundamentally delight them.

You would join our existing support engineering staff and be the customer advocate for our development team. As you interact directly and most closely with our customers, you will gain deep insights into their workflows built around our tools. You will have the opportunity to champion improvements in our products and processes that can have profound impact to the productivity of all of Amazon. In addition to analyzing our ticket trends and finding creative ways to reduce incoming tickets, you can help instrument best practices directly into our tools so ticket triage becomes easier for the company as a whole.

This is an excellent opportunity to join one of Amazon's world-class team of engineers. Come work with some of the best and brightest while also developing your skills and career within one of the most dynamic, innovative and progressive technology companies anywhere. In addition to a stimulating and fun working environment, Amazon offers mentoring programs with experienced engineers, regular tech talks with technology Principals, and well-defined career paths for motivated engineers who want to contribute to our culture of operational excellence and customer-focused technical innovation.

Responsibilities
• Be a technology evangelist and use your deep knowledge to solve business problems
• Reduce mean time to resolution for all customer problems
• Design and/or build world class triage systems
• Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
• Participate in Agile sprints to evolve business processes and technologies
• Create and review documentation, design new standard operating procedures
• Identify and troubleshoot recurring issues and engage service owners to drive resolution
• Automate tasks through creation and maintenance of scripts and tools
• Respond to and complete customer requests within SLA via a trouble ticketing system
• Mentor peers in your areas of technical and operational strength
• Participate in the interviewing process

AWS is an equal opportunity employer.

Desired profile

BASIC QUALIFICATIONS

Required:
• A degree in Computer Science/Computer Engineering or 7 years relevant experience in a large-scale online technical operations environment
• Excellent English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
• Effective organizational skills to maintain a consistently high standard of operations in a busy environment
• Development/scripting skills in at least one interpreted language (e.g. Perl/Python/Ruby) as well as shell
• Excellent troubleshooting skills and a commitment to document findings
• Experience driving collaborative projects from conception to delivery
• Experience in Agile/Scrum or related collaborative workflow