AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.
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 help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
Amazon is building some of the largest distributed systems in the world, and we need smart people to support and engineer the next generation of compute and storage platforms. Amazon’s Data Center Operations Strategic Engineering (DCOSE) support engineering team provides hardware escalations support to the AWS global Data Center Community. We have high standards for our infrastructure as well as our employees, and our systems are highly reliable, highly available, and turn scale into an advantage for our business and an asset to our customers. Our employees are passionate about solving problems, driven to serve customers, and fun to work with.
As a Support Engineer with DCOSE, you will help troubleshoot, diagnose, and support massive distributed AWS systems. You are a point of escalation for complex issues to dive deep for solutions as well as provide guidance and knowledge-shares. You will work directly with the various service owners and hardware design teams to collaborate on hardware issues within the fleet. You drive the team to improve operational efficiency for all services through root cause and trend analysis with the identification and development of SLA, metrics, monitors, procedures, tools, and documentation. You think proactively and work to prevent support issues before they are realized. You participate in design reviews to identify and mitigate support risks. You work closely with development and QA teams to improve the change management life-cycle. You have a deep understanding of production architecture and are familiar with operating system best practices. You identify, communicate and drive small production architecture changes. You design and develop complex high performing scripts and applications. You work with other Amazon leaders to share ideas and improve support within the company. You take a role in the strategic direction of the team. You play a significant role in hiring, mentoring, and training employees. You demonstrate excellent judgment when making decisions.
Key job responsibilities
Help develop tools and processes to identify and remediate hardware issues
Drive operational efficiency improvements over hardware fleet
Initiate service improvements in the production environment
Handle and troubleshoot support incidents within SLA’s
Assist in developing methods for incident reduction
Monitor various data sources for unidentified fleet issues
Participate in on-call rotation and provide after-hours support
Collaborate with engineering teams to resolve customer issues
A day in the life
We provide support engineering to improve productivity and operational excellence of DCO worldwide to meet infrastructure capacity demands of service owners. We handle the identification and resolution of systemic issues that cause non-actionable and unplanned DCO work. We use high volume strategies to scale successful repairs, such as problem management, process improvements, and automation, in order to bridge business needs that fall between Operational Planning (OP) cycles.
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
- 2+ years of technical support experience
- Experience in development or technical support
- Experience troubleshooting and debugging technical systems
- Experience in software development
- Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs
- Knowledge of networking protocols such as HTTP, DNS and TCP/IP
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.