**Job Title:** Support Engineer, Incident Tooling and Response
AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. We're responsible for ensuring our customers have continual access to the innovation they rely on.
We work on complex problems with thousands of variables impacting the supply chain. Our team consists 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.
We strive for an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
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.
We provide automated tooling to quickly identify the cause of an issue and help mitigate its impact. Much of our engineer time is spent on projects to improve the tooling and automation.
We also direct the resolution of issues with service teams and dive deep into those events to drive improvements to the tooling.
As a Support Engineer on the TechOps team, your mission is reducing the duration, frequency, and impact of issues within the AWS and Amazon infrastructure.
You will lead conference calls and teams across the globe to resolve high visibility incidents. You will mentor others to grow their incident management skills.
You'll analyze data to identify trends and propose projects to avoid or shorten future events.
Your work will have executive level visibility across all of AWS.
You'll also have the opportunity to grow your coding skills by taking on development projects matched to your ability level.
This team offers great growth potential and an opportunity to make a huge impact.
**Key Responsibilities:
* Drive the resolution of large scale customer impacting issues as part of a team rotation.
* Identify and troubleshoot recurring platform issues and own projects to drive improvements.
* Participate in Agile sprints to evolve business processes and technologies.
* Create and review documentation; design new standard operating procedures.
* Mentor peers in your areas of technical and operational strength.
**Minimum Qualifications:
* Experience troubleshooting and debugging technical systems.
* Experience in agile/scrum or related collaborative workflow.
* 3+ years of technical support experience.
* Knowledge of UNIX/Linux operating system.
**Acknowledgement of Country:
We acknowledge the Traditional Custodians of country throughout Australia and their connections to land, sea and community.
We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
**Inclusive Culture:
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, disability, age, or other legally protected attributes.
We strive for an inclusive culture that empowers our employees to deliver the best results for our customers.