Engineer - bilingual and english

Company: Amazon Web Services, Inc.
Location: Mercer Island
Posted on: November 12, 2024

Job Description:

This position requires fluency in English and Japanese, both written and spoken, with the ability to communicate effectively in technical settings, with senior executives, and with external customers.**
Sales, Marketing and Global Services (SMGS)
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
The Escalation and Event Management (E2M) team is part of the broader AWS-SMGS organization and is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M's purpose is to drive operational excellence and improvements to the overall customer experience.
Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deep to solve complex problems. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.
AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for a Major Incident Engineer to join our team to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.
*** Please note for this position, the core business hours of operation while in Daylight Time are from 8am-4pm PDT (10am-6pm CDT, 11am-7pm EDT). You can be located in any hub location time zone within the US but please only apply to this position if you are able to accommodate these core hours.***
Drive the resolution of large scale customer impacting incidents as part of a team rotation
* Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
* Provide critical incident response/management (including leading calls with internal/external participants) for customer's critical workloads
* Prioritize, manage, and own emerging and developing customer issues from start to finish
* Monitor and manage communications during high impact events via relevant channels
* Lead projects and teams to drive operational improvements
* Identify and troubleshoot recurring platform issues and own projects to drive improvements
* 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.
Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
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.
Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
Speak, write, and read fluently in Japanese
- Bachelor's degree
- Experience with AWS services and/or other cloud offerings
Experience in network and operating system support
- Experience managing full application stacks from the OS up through custom applications
- Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s) in both English and Japanese.
Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit
Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Keywords: Amazon Web Services, Inc., Bellevue , Engineer - bilingual and english, Other , Mercer Island, Washington