Support Engineer - Dublin - Amazon

    Amazon
    Amazon Dublin

    1 week ago

    amazon background
    Description

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

    Job ID: 2865353 | Amazon Development Centre Ireland Limited

    AWS Incident Response plays a vital role in ensuring high availability of Amazon Web Services. Our team makes customer-impacting events shorter and less frequent by providing large-scale event and incident management. Automated tooling quickly identifies the cause of an issue and helps mitigate its impact, while 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. As a rapidly growing and expanding team, it's an exciting time to join us.

    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 direct 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.

    AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. We're the people who keep the cloud running, supporting all AWS data centers and servers, storage, networking, power, and cooling equipment to ensure customers have continual access to innovation.

    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 deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers.

    Our inclusive culture welcomes bold ideas and empowers you to own them to completion.

    Key Job Responsibilities

    1. 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.
    2. Root Cause Analysis and Prevention: Identify and analyze recurring platform issues, leading projects to address root causes and implement long-term preventative measures.
    3. 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.
    4. Documentation and SOP Development: Design, create, and review documentation, including new standard operating procedures, to improve knowledge sharing and incident response speed.
    5. Mentorship and Knowledge Sharing: Provide mentorship to peers in technical troubleshooting and incident management best practices.
    6. Global Project Leadership: Lead cross-functional, global project teams to implement operational improvements and automation initiatives.

    BASIC QUALIFICATIONS

    1. Technical Troubleshooting and Debugging: Proven experience in troubleshooting and resolving complex technical systems issues.
    2. Analytical Documentation Skills: Experience in documenting technical findings and analysis.
    3. 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.
    4. Technical Support Background: 3+ years' experience in technical support, incident response, or a related field.

    PREFERRED QUALIFICATIONS

    1. Advanced Monitoring and Observability Skills: Experience with monitoring tools (e.g., CloudWatch, Datadog, Prometheus) for proactively identifying and resolving performance issues.
    2. 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.
    3. 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.
    4. 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.
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