Support Engineer

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.

The AWS Infrastructure Central Operations organization is seeking an eager, organized, and technically experienced Support Engineer to join the Repair team focused on supporting the AWS global Data Center Community through the improvement of tooling efficiency and repair experience. We have high standards for our contributions and employees and our eagerness to drive positive change is continuous.

As a Support Engineer with Central Operations Repair, 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 in order to provide impactful feedback on both defects and areas of improvement before features are released. You will work directly with the various service owners and hardware design teams to collaborate on hardware repair workflow instructions. This will include authoring instructions to align with operation capability and ensure clear communication of repair steps. You will be reviewing 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. You clearly communicate with stakeholders and partner teams. You maintain high standards in documentation and are detail focused.

Key job 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 bar raise before release to end users.

A day in the life
We provide support engineering and technical program management to improve productivity and operational excellence of DCO worldwide to meet infrastructure capacity demands of service owners. We handle the identification and resolution of systemic issues that cause non-actionable and unplanned DCO work. We use high volume strategies to scale successful repairs, such as problem management, process improvements, and automation, in order to bridge business needs that fall between Operational Planning (OP) cycles.


About the team
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.

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.
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.
- Experience troubleshooting and debugging technical systems
- 2+ years of technical support experience