Support Engineer - Dublin - Amazon

Description

Incident Management and AWS Response Team

At the heart of Amazon Web Services' high availability lies our AWS Incident Response team. Our mission is to minimize the duration, frequency, and impact of customer impacting events by leveraging large scale event and incident management.

We achieve this through automated tooling that quickly identifies the root cause of an issue and helps mitigate its effects. A significant portion of our engineer time is dedicated to improving our tooling and automation. We also provide manual incident management for AWS and other Amazon groups, guiding service teams towards resolving issues while diving deep into those events to drive improvements in our tooling.

This is an exciting time to join our team as we rapidly expand our offerings and grow. As a Support Engineer on the team, you will lead projects aimed at reducing the duration, frequency, and impact of issues within the AWS and Amazon infrastructure. You will also direct the resolution of high-visibility incidents, leading conference calls and global teams to drive improvements in our automation, tooling, and processes.

You will participate in project teams expanding the use of our tooling across Amazon and have opportunities to develop your coding skills through development projects tailored to your abilities. If you are looking for a supportive team with excellent growth potential and the chance to make a significant impact, this is the team for you.

Key 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 service team members, and page additional engineers as needed until the root cause is identified.
• Root Cause Analysis and Prevention: Identify and analyze 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 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:

As a Support Engineer on the AWS Incident Response team, you will have full visibility into all AWS services, offering limitless opportunities to learn from working with internal teams and having insight into all AWS products and services.

During on-call shifts, we utilize conference calls and automation to support internal AWS teams during the response, diagnosis, and mitigation of large-scale events. When not on call, we focus on building processes and automation to help AWS experience fewer, shorter, and smaller customer impacting incidents.

BASIC QUALIFICATIONS

• 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) to automate routine tasks and improve efficiency.
• Technical Support Background: 3+ years experience in technical support, incident response, or a related field.

PREFERRED QUALIFICATIONS

• 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.

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Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.