The role is for an Incident Management Engineer within the AWS Support organization, specifically on the Escalation and Event Management (E2M) team. This team focuses on managing critical escalations and large-scale customer impacting events to drive operational excellence and enhance customer experience. The position requires strong analytical skills, technical experience, and a passion for providing world-class customer service. Candidates will engage with customers and lead incident responses while collaborating with engineering teams.

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
• Fluency in Japanese and English, both written and spoken
• Experience in network and operating system support
• Knowledge of distributed computing environments
• Experience with continuous integration and continuous delivery
• Experience in software development with object-oriented programming languages
• Experience with virtualization, orchestration, and cloud computing
• Experience with database administration
• Professional communication skills, capable of presenting to executive audiences

• Lead the resolution of large-scale customer impacting incidents as part of a team rotation
• Collaborate with engineering teams to address critical and complex escalations
• Provide incident response and management for customers' critical workloads
• Contribute to problem records for customers
• Conduct continuous real-time proactive monitoring of customer metrics
• Prioritize, manage, and own emerging customer issues from start to finish
• Monitor and manage communications during high impact events
• Collaborate with key stakeholders to improve customer experience and support operational excellence
• Lead projects to drive operational improvements
• Create and review documentation and design new standard operating procedures

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.