Support Engineer II-Ext - AMZ10247485

Company: Amazon
Location: Santa Clara
Posted on: April 1, 2026

Job Description:

MULTIPLE POSITIONS AVAILABLE Employer: AMAZON WEB SERVICES, INC. Offered Position: Support Engineer II-Ext Job Location: Santa Clara, California Job Number: AMZ10247485 Position Responsibilities: Provide comprehensive technical support and incident management for all of AWS Services focusing on identifying and resolving critical customer-facing technical issues. Manage critical incident response calls for all of AWS Service Teams, leading technical communication to external customers as well as internal AWS stakeholders, and performing Root Cause Analysis and Post Event Reviews. Responsible for monitoring and analyzing data trends across multiple platforms to identify potential systemic technical issues and service disruptions. Utilize comprehensive understanding of AWS architectural frameworks and proactively diagnose complex technical challenges in cloud computing environments. Advocate for customer experience improvements, designing automated solutions for system self-repair, and improving key performance metrics for incident resolution. 40 hours / week, 8:00am-5:00pm, Salary Range $109,900/year to $185,000/year. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, visit: https://www.aboutamazon.com/workplace/employee-benefits. Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.0000 Position Requirements: Master's degree or foreign equivalent degree in Computer Science, Engineering, Mathematics, or a related field and one year of experience in the job offered or in Technical Support, Customer Escalations, or a related occupation. Employer will accept a Bachelor's degree or foreign equivalent degree in Computer Science, Engineering, Mathematics, or a related field and five years of progressive post-baccalaureate experience in the job offered or a related occupation as equivalent to the Master's degree and one year of experience. Must have one year of experience in the following skill(s): (1) experience in technical operations or support focused on cloud infrastructure; (2) creating technical troubleshooting documentation and standard operating procedure (SOP) documents; (3) helping external customers with their technical account management needs in the cloud or on-premises; (4) troubleshooting in Windows or Linux environments; (5) leading and managing escalations; and (6) managing technical projects from design to release for large-scale software applications.0000 Please see job description and the position requirements above. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Keywords: Amazon, Castro Valley , Support Engineer II-Ext - AMZ10247485, IT / Software / Systems , Santa Clara, California