AWS Optics Support Engineer , Configurations Team

The Amazon Web Services (AWS) Optics Configurations Support Engineer works across IT Systems and provides technical support; security response for logical services and physical data center systems and signals to support AWS security, customers, and partners.

Candidates for this role will possess both knowledge of security principles and experience with practical application of security best practices. An ideal candidate will have a proven record of accomplishment in one or more of the following domains: emergent/military/network operation centers, logical security, and technical customer support. They will possess excellent verbal and written communication skills and be able to multitask effectively through multiple incidents or workflows. Successful candidates will demonstrate good judgement and critical thinking while following Optics Configuration procedures and guidelines. They will have a technical background with the ability to identify and troubleshoot operating system and web application security issues across the physical and the logical space. They will be proactive, adaptable, professional, and insist on the highest standards of work.

The AWS Optics Configuration Team is a 24/7/365 operation and shift work will be required to include days, nights, weekends, and holidays. This role also requires flexibility of schedule and the ability and willingness to work outside of normal daytime business hours (including overnight shifts).

Key job responsibilities
As an AWS Optics Configuration Support Engineer, you will employ security strategies and procedures in accordance with service level agreements, policies, standards, and operating procedures. You will manage communications, security response and escalations, facilitate operational needs, generate and/or manage trouble tickets, and provide additional services as required. More specifically, the Support Engineer will:
• Drive security findings, research mitigations, and analyze potential security vulnerability related information from a variety of sources to remediate root cause.
• Manage high security events, communicate risks to AWS stakeholders, and escalate to drive mitigation.
• Utilize security mindset and judgment to assess security risks across the organization and escalate accordingly.
• Create innovative solutions to security issues, utilizing technology or process improvement.
• Produce progress reports, briefs, and white papers regarding issues, security concerns, and operational opportunities for improvement that affect AWS data center operations and/or AWS reputation.
• Consult closely with the other Amazon security and service teams on issues related to AWS security posture and work as a catalyst to bring stakeholders together to address findings and risks until a formalized business owner is identified to take lead.
• Interface with technical teams, stakeholders and leadership to translate security mitigation plans into actionable items.
• Manage email, phone communications, generate and/or manage trouble tickets, handle incoming chats, and provide technical support to customers.
• Utilize knowledge of IT systems, technical support for applications; troubleshooting Windows/Linux.

A day in the life
The AWS Optics Configuration team is expanding physical and logical security services operations to support the growth of our data centers and other related security functions. We are seeking a self-motivated Support Engineer with security technology experience, problem-solving abilities, analysis skills, and strong customer obsession. Come join the team tasked with improving the level of security on a global scale, across new and existing AWS infrastructure.

About the team
Diverse Experiences
Amazon Security values diverse experiences. Even if you do not meet all of the preferred 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 Amazon Security
At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon’s products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

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.

Inclusive Team Culture
In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.

Training and 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, training, and other career-advancing resources here to help you develop into a better-rounded professional.
Internal job description.

Basic Qualifications

- 2+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience working nights, weekends, and extra hours as needed (may have global response ownership requiring open availability during scheduled on-call coverage)

Preferred Qualifications

- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, VA, Herndon - 74,700.00 - 130,700.00 USD annually