Overview
AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. We support all AWS data centers and all servers, storage, networking, power, and cooling equipment to ensure continual access for customers. We work on 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 deliver high safety and security standards while providing scalable capacity at the lowest possible cost. You’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
Role
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 and 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 center operation tooling to provide impactful feedback on defects and areas of improvement before features are released. You will work directly with service owners and hardware design teams to collaborate on hardware repair workflow instructions, including 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, and maintain high standards in documentation with attention to detail.
Team and Focus
Support Engineering combines operational support and systems engineering to build and run large-scale, massively distributed, fault-tolerant services and systems dedicated to Government customers. Support Engineers ensure that AWS services—both internally and externally visible—continually raise the bar on security, availability, and scalability. They keep an eye on system capacity and performance, with a focus on optimizing existing systems, building infrastructure, and eliminating work through automation. You will have the opportunity to manage the complex operational challenges of scale, unique to AWS, while collaborating with other teams to drive large-scale system decisions.
Culture
Support Engineering’s culture of diversity, intellectual curiosity, problem solving, and openness is critical to success. Our organization brings together people with a wide variety of backgrounds, experiences, and perspectives. We encourage collaboration, big thinking, and taking risks in a fault-free environment. We promote self-direction to work on meaningful projects, while providing support and mentorship to learn and grow.
Key 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 the 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, consult with other engineers, or discuss radical new approaches to automate operational issues.
About the team
Our team is dedicated to our customers and works to solve issues in a timely fashion. You will work closely with your region's Data Center Technicians as they escalate directed work issues for you to solve. You will collaborate with fellow DCOSE Repair engineers around the world to solve issues efficiently.
Experience and qualifications
* Experience troubleshooting and debugging technical systems
* Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging, and reading/pulling device logs
* Experience troubleshooting and maintaining hardware and software RAID
Preferred qualifications
* Experience scripting in one or more languages (e.g., Bash, Python, Perl, Ruby)
* Knowledge of networking protocols such as HTTP, DNS, and TCP/IP
Equal opportunity and inclusion
Here at AWS, we embrace our differences and are committed to a culture of inclusion. We have employee-led affinity groups and ongoing learning experiences. Amazon's culture of inclusion is reinforced by our Leadership Principles. We are an equal opportunities employer and value diverse experiences. We encourage candidates to apply even if they do not meet all preferred qualifications. We respect privacy and data security and provide a Privacy Notice for candidates.
Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and continue to innovate, trusted by startups and Global 500 companies alike.
Inclusion and growth
We foster an inclusive culture, provide mentorship and career growth resources, and support work-life balance and flexibility to help you succeed in the cloud.
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