Support Engineer, Region Services

Job ID: Amazon Support Services Pty Ltd

The AWS Region Services team combines AWS global cloud leadership with Australian security expertise to deliver highly secure, scalable environments for sensitive workloads. The Engineering organisation within Region Services is structured across core capability pillars: Compute & Machine Learning, Security Identity & Compliance, Storage & Databases, and a growing capability domain. This role offers an opportunity to build the future of secure cloud computing in Australia.

Key Job Responsibilities

• Apply advanced troubleshooting techniques to provide unique solutions to customers' needs.
• Interact with engineers and partner with other AWS teams to help reproduce and resolve issues.
• Leverage extensive Linux and technical experience to provide feedback to internal AWS teams on how to improve services.
• Drive service team communication during critical events.
• Drive projects that improve support-related processes and operational experience.
• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex problems that may span multiple AWS services.
• Coach/mentor new hires, develop and present training, partner with development teams on complex issues, run contact deflection initiatives, participate in new hiring, write tools/scripts to help the team, or work with leadership on process improvement and strategic initiatives.

Day in the Life

This is a Linux technical support role acting in a cloud context. Typical tasks include solving internal operational issues, reviewing operational dashboards, working through the change management system to modify systems, writing new run books for newly onboarded services, training new support engineers, and using internal AI systems for problem solving and diagnosis.

Support Engineers are required to participate in occasional "on call" rotations to resolve incidents occurring out of hours.

About the Team

Region Services provides high caliber operational solutions and cleared support for services within the regions by deploying changes into these isolated regions, monitoring the results, and reporting any observed issues.

Basic Qualifications

• 5+ years support engineering or system administration experience on Linux or Unix systems.
• Demonstrated proficiency with scripting languages such as Bash, Python, C, C++, Java, or Ruby.
• Deep understanding of scalable computing systems.
• Good working knowledge of highly distributed virtual environments, networking, software build and deployment processes.

Preferred Qualifications

• Experience troubleshooting and debugging technical systems, or experience in development or technical support.
• Bachelor's degree or equivalent in a related technical field.
• Knowledge of cloud computing concepts and design considerations.
• Experience with networking fundamentals including hands on experience with load balancers, switches, routers, etc.
• Familiarity with the challenges surrounding efficient operations and failure mode analysis in large complex distributed systems.

Must hold or be able to attain an Australian Government Security Vetting Agency clearance (see ).

Additional Information

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit for more information.