IT Support Engineers (RED) work with Amazon Senior Leadership teams to support their IT needs. Our customers need timely, accurate, and professional support to minimize downtime and disruption. A successful IT Support Engineer II (RED) excels in a fast-paced, team environment and possesses excellent communication skills. They have a high degree of technical aptitude over a large scope of IT software, hardware, and networking disciplines, and know how to convey that knowledge to customers with all levels of technical knowledge.
As an IT Support Engineer II (RED), you will use your technical knowledge and specialized skills to drive solutions across multiple service owners, collaborate to build unique solutions quickly, and improve technology solutions that support all Amazonians. You are able to manage large projects with minimal guidance. You are able to resolve customer issues in time of crisis to get them working again. You are actively expanding your scope of knowledge by learning about software design patterns, data structures, AWS technologies and distributed systems concepts.
Key job responsibilities
Responsibilities include, but are not limited to
• Troubleshoot difficult IT problems without SOPs.
• Collaborate with internal teams or vendors to execute projects and resolve customer issues.
• Lead continuous improvement efforts.
• Audit the quality of work performed and provide constructive feedback when necessary.
• Automate manual tasks; create/improve small tools that help make team operations more efficient.
• Be the first point of escalation.
• Own customer issues and drive to completion.
• Participate in hiring, training and development of others.
• High attention to detail and capable of managing multiple priorities simultaneously.
• On-call for high-severity issues outside standard hours.
• Work with the team onsite in our corporate offices Monday-Friday.
• Ability to travel up to 30%.
