Support Engineer, AWS Incident Response

Job description

AWS Incident Response (AIR) keeps AWS working for millions of customers. When major incidents hit, AIR leads the response, coordinating resolvers across AWS and driving mitigation. We move fast, but not carelessly, obsessing over observability of the cloud and perpetually improving our detection and response speed and accuracy. We ensure each incident drives improvements that strengthen AWS. It's a high-visibility, high-impact role with a global view of AWS health that few teams get to see. The Role As a Support Engineer on AIR's Seattle team, you'll be on the front line of AWS incident response. You'll lead high-severity calls, triage complex failures across distributed systems, coordinate resolver teams, and drive incidents to mitigation while millions of customers depend on the outcome. Between incidents, you'll obsess over metrics and detection analysis, building dashboards and mechanisms that surface problems before customers notice. You will drive operational improvements that make the incident management ecosystem faster and more accurate. This isn't a role where you watch dashboards and robotically follow runbooks. You'll deep-dive the largest, most complex technical environment in the world. You'll develop expertise across AWS services, networking, and infrastructure. You'll own operational processes end-to-end and use data to find the next leap…