As a Support Engineer, you will work with partner teams, user stories, and hardware repair data to drive strategic improvements. You will manage feature and region User Acceptance Testing incoming requests, partner with your team to ensure testing is thorough, defects are properly identified and communicated, and that all documentation maintains high standards. You will stay up to date on applicable data centre operation tooling to provide impactful feedback on both defects and areas of improvement before features are released. You will work directly with the various service owners and hardware design teams to collaborate on hardware repair workflow instructions, authoring instructions to align with operation capability and ensure clear communication of repair steps. You will review runbooks and workflow data to collaborate with repair instruction requestors to drive operational improvements and support the needs of specific hardware.
You demonstrate excellent judgment when making decisions, clearly communicate with stakeholders and partner teams, maintain high standards in documentation, and are detail focused.
Key job responsibilities
* Complete detailed testing on new features and new region tooling
* Document and communicate necessary changes before feature or tooling release to end users
* Maintain expert understanding of operational repair tooling
* Drive operational efficiency improvements through instruction modifications and creation
* Initiate instruction improvements based on customer feedback and repair data
* Collaborate with service and hardware teams to determine effective repair approaches
* Author repair workflow instructions and make updates
* Review peer authored new instructions to raise bar before release to end users
A day in the life
AWS is a fast‑paced environment where we "Work Hard, Have Fun, Make History." On a typical day engineers might deep dive to root cause a customer issue, investigate why a metric is trending the wrong way, consult with other engineers, or discuss radical new approaches to automate operational issues.
About the team
Our team is dedicated to our customers, and we do our very best to solve their issues in a timely fashion. You will work closely with your region's Data Centre Technicians while they elevate directed work issues for you to solve. You will collaborate with your fellow DCOSE Repair engineers around the world to solve issues efficiently.
Requirements
* Experience troubleshooting and debugging technical systems
* Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging, and familiarity with reading/pulling device logs
* Experience troubleshooting & maintaining hardware & software RAID
* Experience scripting in one or more language (e.g. Bash, Python, Perl, Ruby)
* Knowledge of networking protocols such as HTTP, DNS and TCP/IP
* Experience troubleshooting and debugging technical systems
* You must be a UK national and able to obtain and maintain a UK Government Security Clearance. Further details found here: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels
£49,979 per year - estimated
Full time
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