Job ID: 2791513 | Amazon Web Services Australia Pty Ltd
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.
Key job responsibilitiesAs 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.
BASIC QUALIFICATIONS2+ years overall technical support experienceDemonstrated WMW Architecture knowledge and hardware troubleshooting skillsDemonstrated understanding of production monitoring systems and support procedures and methodologiesPREFERRED QUALIFICATIONSBachelor's Degree in a technical field of study, preferably Electrical Engineering1+ years of experience with a UNIX/Linux operating system1+ years scripting experience (e.g. Python, Ruby, Perl, Shell)Experience in a 24/7 production environment
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