Support Engineer, Infrastructure Central Operations Install

Do you enjoy working in a face paced, changing, and innovative environment? Do you love working on data center hardware and machine learning racks? Are you someone who wants to directly impact the speed at which AWS deploys new capacity for our customers? The Central Operations Install team is looking for someone who enjoys deep diving technical issues, can articulate and document technical solutions, and someone who can work backwards from our customers.

What you will own: This role will be a Subject Matter Expert (SME) role working with engineering and service teams across multiple organizations to support the on-boarding of new data center capacity. This role will support the landing of new scaling capacity with a focus on driving increased available customer capacity through defect identification and mitigation. This role will work with new ML/server/network hardware types. This role will contribute to business north star goals, and own input goals at the team level.

Who we are: The Central Ops Install team. We are a team that provides technical support to the global operations business within AWS data centers. Our vision is to ensure that work driven into AWS Data Centers is safe, secure, serviceable, supportable and highly available for customers.

Who you'll work with: As an advocate and SME for Data Center Community (DCC) operations team, you will primarily be working within the DCC organization. Aside from your direct team, your daily work engagements will be with the network engineering, service teams, and local operations teams.

Why it matters: Amazon and Amazon Web Services are growing at an incredible rate. Now more than ever, AWS needs to innovate with new processes and automation that simplify our operations and execute at massive scale. You will have a company-wide impact; your work will impact thousands of customers. You'll help us land hardware and quickly deliver customer capacity, in order to enable rapid growth and availability.

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 capacity delivery - 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.

Key job responsibilities

• You will develop solutions to to recover capacity for customers.
• You will interact directly with Data center technicians to support escalations for issue resolution.
• You will work with systems engineers to push upstream fixes to enable capacity recovery.
• You will work to deep dive defects throughout the capacity installation process, and work to develop solutions to mitigate defects.
• You will contribute to data analytics to support your role.
• You will evaluate data and trending patterns to uncover defects across product life cycles.

A day in the life

A day in the life of this role will involve a mix of working with our internal DCC Ops, Support/System Engineering, TPM"s, Hardware Engineering, and Software teams to address systemic issues and resolve capacity recovery campaigns.