Support Engineer, Region Services

ID: 5576

Type: Full-time

Category: Others

Company Name: Amazon Support Services Pty Ltd

Location: AUS, NSW, Sydney - Sydney - Australia

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Job Description

Applicants must be Australian citizens and hold or be eligible to obtain an Australian Government Security Clearance with the ability to successfully complete an Organisational Suitability Assessment. For more information regarding security clearances please visit (https://www.agsva.gov.au/).

The AWS Region Services team combines AWS global cloud leadership with Australian security expertise to deliver highly secure, scalable environments for sensitive workloads. We’re creating innovative ways to use cloud computing, artificial intelligence, and machine learning while maintaining the highest standards of security and operational excellence.

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. Collectively these pillars encompass a team of varying technical skillsets, including Engineers; Technical Program Managers and Subject Matter Experts, organised into focused sub-teams.

This is an opportunity to make a lasting impact on Australia’s digital future. You’ll work with AWS services, implement innovative solutions, and help customers succeed in their most important missions. We’re committed to helping our builders grow through continuous learning, mentoring, and collaboration with industry experts. Are you ready to build the future of secure cloud computing in Australia?

Key job responsibilities
- Apply advanced troubleshooting techniques to provide unique solutions to our customers' needs
- Interact with engineers and partner with other AWS teams to help reproduce and resolve issues
- Leverage your extensive Linux and technical experience to provide feedback to internal AWS teams on how to improve our services
- Drive service team communication during critical events
- Drive projects that improve support-related processes and our 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
- Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives
- Applicants must be Australian citizens and hold or be eligible to obtain an Australian Government Security Clearance with the ability to successfully complete an Organisational Suitability Assessment. For more information regarding security clearances please visit (https://www.agsva.gov.au/).

A day in the life
First and foremost this is a Linux technical support role – in the Cloud. On a typical day, a Support Engineer will be primarily responsible for solving internal operational issues, preparing or reviewing operational dashboards, working through our change management system to modify systems, writing new run-books for newly onboarded services, training other new Support Engineers, and using our internal AI systems in problem solving and diagnosis.

You will be required to occasionally participate in an “on-call” rotations to resolve incidents occurring out-of-hours.

About the team
Region Services provides the highest caliber Operational Solutions and Cleared Support for services within our Regions. We provide 'hands on keyboard' support to our service teams by deploying changes into these isolated regions, monitoring the results, and reporting any issues that are observed.

Diverse Experiences
Amazon 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 AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

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 in the cloud.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship 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, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

- 5+ years of Linux systems administration experience
- Knowledge of one or more scripting languages (e.g., Python, Ruby, Perl)
- Deep understanding of scalable computing systems
- Good working knowledge/experience on highly distributed virtual environment, networking, software build and deployment process

Preferred Qualifications

- Experience troubleshooting and debugging technical systems
- 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.
- Familiar with the challenges surrounding efficient operations and failure mode analysis in large complex distributed systems

Acknowledgement of country:
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.

IDE statement:
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.

Company Information

Company Name: Amazon Support Services Pty Ltd

Company Website: https://www.amazon.com.au

Company Address: AUS, NSW, Sydney

Amazon Support Services Pty Ltd is an Australian private company operating as a support and operations organization within the broader Amazon corporate group. The entity is oriented toward delivering a range of backend, customer-facing and technical support capabilities that enable Amazon’s retail, marketplace and cloud operations in Australia and the broader Asia-Pacific region. As a local corporate vehicle for Amazon’s post-sales and operational functions, the company focuses on providing services that span customer contact and care, technical and developer support, operational coordination for logistics and fulfillment networks, and internal business support services necessary to run an integrated e-commerce and cloud-services business in market. Company overview Amazon Support Services Pty Ltd functions as a regional support and service delivery arm for Amazon’s business activities in Australia. The organization exists to operate and coordinate support functions that underpin online retail, marketplace, vendor and partner relationships, and cloud platform customers where local presence and compliance with Australian business, tax and employment frameworks are required. Typical responsibilities for an entity of this scope include operating contact-center functions, delivering technical support to end customers and business customers, providing vendor and seller support services for marketplace participants, and supplying a range of administrative and operational capabilities such as human resources, finance, facilities and local compliance support. Core business activities - Customer support and contact center operations: Amazon Support Services Pty Ltd provides phone, email and chat-based customer service to retail customers in Australia — handling inquiries, order issues, returns and general account support. These activities include end-customer service for purchases placed on Amazon’s regional retail site and marketplace transactions. - Technical support and developer services: The company supports technical inquiries from customers and developers using Amazon’s products and services locally. This can include troubleshooting, escalation management, and coordinating responses with engineering and product teams across Amazon’s global organization. - Seller and vendor support: The organization supports third-party sellers and vendors operating on Amazon’s marketplace, helping with account setup, policy clarification, dispute resolution, onboarding and tools training. These services help maintain marketplace compliance and operational performance for partners in Australia. - Operations coordination for logistics and fulfillment: Amazon Support Services assists in coordinating logistics and fulfillment functions by liaising between fulfillment centers, transport partners and customer service teams to resolve delivery and returns issues. This operational coordination helps maintain service levels across distribution and last-mile delivery networks. - Business support services: The company provides internal services that may include local HR administration, payroll coordination, finance and invoicing support, facilities management and procurement for Amazon’s local operations. These administrative activities ensure Amazon’s business can operate in accordance with Australian regulatory and commercial requirements. Main products and services Amazon Support Services Pty Ltd does not retail standalone products to external markets; rather, its “product” is the suite of support services and operational capabilities it delivers to customers, marketplace participants and Amazon business units. The principal service offerings include: - Multichannel customer service (phone, email, chat) for retail and marketplace orders. - Technical troubleshooting and escalation handling for software, device and cloud-service customers requiring localized assistance. - Seller and vendor account management and onboarding support for marketplace participants. - Operational incident management and fulfillment-support coordination to resolve logistics and delivery disruptions. - Internal corporate services such as compliance, HR and finance support that enable Amazon’s local business functions. Operational model and technology The company typically integrates a mix of human agents, workflow automation, internal tooling and data analytics to deliver scalable support services. Where relevant, operations leverage Amazon’s broader global platforms and internal systems to coordinate case management, telemetry and escalation routing. Automation and knowledge-management systems are used to drive first-contact resolution where possible, while established escalation pathways enable the rapid involvement of engineering or specialized teams for complex technical issues. Data privacy and security practices conform to local law and Amazon’s global policies for customer data and incident handling. Relationship to Amazon group and market role As an Amazon corporate entity in Australia, Amazon Support Services Pty Ltd plays a supporting role to consumer-facing retail sites (such as Amazon.com.au), marketplace sellers, and cloud customers who require localized service and operational presence. By offering regionally-based support, the company helps Amazon meet local service expectations, comply with regulatory requirements, and maintain effective relationships with customers, vendors and partners in Australia and nearby markets. Compliance, governance and local presence The organization operates within Australia’s legal and regulatory framework, following local employment, tax and consumer protection laws. Its local presence supports compliance with standards for customer protections, data handling and commercial transactions. As with other Amazon entities, governance includes coordination with global Amazon legal and policy teams to ensure alignment with company policies and international standards. Limitations and scope of services Amazon Support Services Pty Ltd is focused on support and operational delivery rather than on product R&D or direct retail merchandising. Its role is to enable and maintain service quality for Amazon’s other business units in the region by providing staffing, tools, processes and local coordination. For product features, strategic decisions and core platform development, responsibility typically remains with Amazon’s product, engineering and corporate business units based elsewhere in the company’s global footprint. Summary In summary, Amazon Support Services Pty Ltd is a locally incorporated support-services company associated with Amazon’s operations in Australia. Its core remit is to provide customer service, technical and vendor support, logistics coordination and internal business services that enable Amazon’s retail, marketplace and cloud businesses to operate effectively in the Australian market. The organization leverages Amazon’s global platforms and local staffing to deliver scalable, compliant support operations tailored to local commercial requirements.

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