• 2+ years overall technical support experience
• Demonstrated WMW Architecture knowledge and hardware troubleshooting skills
• Demonstrated understanding of production monitoring systems and support procedures and methodologies

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 Rack Power team is driving rapid innovation in the power systems used by Amazon Web Services. Our designs are fundamentally changing the data center, providing operational and financial benefits that are critical to the success of the AWS business and its millions of customers. We design and build power equipment used by Amazon.com and AWS services such as EC2, EBS, S3, Glacier, and Outpost. Our engineers solve challenging technology problems, and take big bets on new concepts, enabling AWS services to continue to revolutionize the industry.

What you will do: As a member of the Rack Power Support team you will help troubleshoot, diagnose, and support massive power distributed systems. You are a point of escalation for complex issues to dive deep for solutions as well as provide guidance and knowledge sharing. You will work directly with the various service owners and hardware design teams to collaborate on hardware issues within the fleet. You drive the team to improve operational efficiency for all services through root cause and trend analysis with the identification and development of SLA, metrics, monitors, procedures, tools, and documentation. You think proactively and work to prevent support issues before they are realized. You participate in design reviews to identify and mitigate support risks. You work closely with development and QA teams to improve the change management life-cycle. You have a solid understanding of the product architecture and are familiar with operating system best practices. You design and develop high performing scripts and applications. You work with other Amazon leaders to share ideas and improve support within the company. We’re changing an industry, and we want individuals who are ready for this challenge and want to reach beyond what is possible today.

Why it matters: Amazon has thousands of unique services, both big and small that power the Retail website (Amazon.com), Amazon Web Services, Echo, Kindle, Amazon Instant Video and more. These services run on hardware around the world. We continually need to deploy newer, innovative, and more efficient and cost-effective hardware. Your work will drive efficiency, contributing to Amazon's Climate Pledge. Your work will trigger significant fleet operational improvements while actively collaborating with development teams and customers around the world.

Why you will love it: You will have exposure to teams and leaders across the entire company. You will have a direct impact on our bottom line and the ability to improve things for our customers. You will be part of a growing, fast paced, and fun team. You will have ownership and responsibility for defining, developing and executing processes that deliver both savings and productivity for Amazon.

• Locations: Australia, potential APAC locations

Key job responsibilities
As an On-Call Support Engineer for AWS Rack Power products, your primary responsibilities are to ensure the reliable and seamless operation of the global fleet. This involves proactively monitoring telemetry and fault data to detect and identify issues early, before they escalate into major incidents. When problems do arise, you are expected to conduct in-depth technical investigations, diving deep into hardware, firmware, and system logs to pinpoint the root cause.

Collaborating cross-functionally, you will work to rapidly develop and deploy fixes, whether that means coordinating firmware/software updates or overseeing hardware replacements and field repairs. Failure analysis and root cause investigations are also a key part of your role, as you analyze data to understand systemic problems and drive long-term improvements.

Throughout this process, your overarching goal is to maintain mission-critical operations and keep internal customers pleased with the reliability and responsiveness of the Rack Power solutions. By resolving issues quickly and cost-effectively, you will cement your position as a trusted partner and problem-solver.

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. 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 Amaze Con (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & 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.

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 in the cloud.

• Bachelor’s Degree in a technical field of study, preferably Electrical Engineering
• 1+ years of experience with a UNIX/Linux operating system
• 1+ years scripting experience (e.g. Python, Ruby, Perl, Shell)
• Experience in a 24/7 production environment

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.