Escalation Engineer II

4 weeks ago

Cape Town, Western Cape, South Africa Amazon Full time
ABOUT US

Amazon prides itself on being the most customer-centric company globally, known for its excellent products and service. Amazon Web Services (AWS) leads the way in cloud technologies, with the Escalation and Event Management (E2M) team ensuring smooth operations and customer satisfaction.


E2M is on the lookout for individuals who possess a keen eye for detail, analytical skills, and a knack for problem-solving. They should be proactive, thinking beyond conventional methods, and capable of handling both intricate details and big-picture strategies. Advocating for customers, remaining composed under pressure, and driving continuous improvement are crucial attributes.

If you thrive in a dynamic environment, enjoy collaborating with top-tier professionals, and are passionate about enhancing customer experience, this role is for you.



ABOUT THE ROLE

As part of E2M's Health team, you will play a vital role in assisting customers using AWS products and services. You will be responsible for delivering operational communications, ensuring clear and timely updates to customers, and collaborating with various teams within AWS to enhance customer experience.

This role provides exposure to cutting-edge AWS technologies and offers a challenging yet rewarding environment.

  • Assisting external customers in integrating with AWS Health service
  • Collaborating with AWS Health Engineering team to enhance operational notifications
  • Partnering with AWS Service Teams for improved communication
  • Conducting post mortems and identifying areas for process improvement


BASIC QUALIFICATIONS

  • Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT, or equivalent, or 4+ years of technical support experience
  • 5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role OR
  • 5+ years of experience in technical operations or support focused on cloud infrastructure
PREFERRED QUALIFICATIONS

  • Proficiency in AWS Associate level certifications
  • Understanding of Cloud services and fault-tolerant design
  • Knowledge of ITIL/Lean Processes
  • Ability to thrive in ambiguous environments
  • Strong problem-solving skills
  • Experience with Python, JavaScript, or shell scripting
  • Effective time management and prioritization skills
  • Excellent Technical writing skills in English

Join Amazon's diverse team and contribute towards innovation and simplification. Amazon is dedicated to fostering diversity and invites applications from all segments of society. Compliance with Employment Equity laws is essential, including the verification of the right to work in South Africa.

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