ID Install Support Engineer, ATL-ID

DESCRIPTION

Amazon Web Services (AWS) is a fast paced technology company and a leader in the world of data centers. The position will help ensure overall availability and reliability to meet or exceed defined service levels of data center operations.

As a Data Center Support Engineer, you will play a leadership role on your team by becoming a subject matter expert on one or more services. You own support activities for these services and regularly work with development teams to establish and improve service support. You operate with limited guidance from management and drive issues to resolution. You understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets. You are able to read and understand complex application code and make approved code fixes to resolve support issues. You provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities. You regularly contribute to the creation and improvement of all support documentation. You may perform code builds and deployments communicating status regularly before, during, and after each deployment. You create and interpret metrics that measure support success and service performance. You help develop and refine operational policies and procedures used by your team and internal customers. You work on support projects that are large in scope and lead other Support Engineers on smaller projects. You participate fully and constructively in the planning of your team’s work. You have the ability to write simple and efficient tools to improve operational efficiency. You contribute to design and development of support tools using software engineering best practices. You mentor other Support Engineers and are involved in hiring.

Key job functions:
- Troubleshoot, diagnose, and resolve technical challenges.
- Fix issues and develop tools and automations to improve operational excellence.
- Update and track progress on technical challenges.
- Enhance the readiness of systems and processes within the Data Center.

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.

Key job responsibilities
- Providing root cause support for incoming tickets, involving extensive troubleshooting tasks across multiple products, features, and services.
- Assisting with software deployment, scripting support, and automation.
- Developing tools to facilitate operations and maintenance and data analytics.
- Generating system and support status reports.
- Coordinating customer notifications and workflows, ensuring service level agreements are met.
- Collaborating with the support team to hand off or take over active support issues, while contributing to the creation of a team-specific knowledge base and skill set.

About the team
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.

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.

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.

BASIC QUALIFICATIONS

- A+ or CND (Certified Network Defender) or Network+ or Security+, or COMPTIA A+, N+ or Sec+ certification
- 2+ years of computer hardware experience, including troubleshooting and repairing experience
- - 2+ years of data center engineering, or 2+ years of data center or mission critical facilities (example: hospital, military facility, public safety facility, etc.) experience