AWS SOC Support Engineer, AWS SOC Security Support Engineer

The SOC Security Support team will primarily work on the phones, chats and tickets with security leaders and partners, providing timely and accurate support within the physical security realm of the data center environment 24/7 to give instant customer support. This person will manage communications, facilitate operational needs, generate and/or manage trouble tickets, troubleshoot requests, investigate customer issues, provide guidance for team support and provide additional services as required.

An ideal candidate for this role will be able to work at all levels in a 24/7 environment handling security customer support calls ranging from access control requests to troubleshooting physical security device. The candidate will need to have a theoretical knowledge of physical security principles to the practical application and real world implementation of processes and measures. You must have a proven record of accomplishment in operations room/center dispatching, SOC data center security operations, physical security, customer service; and possess excellent verbal and written communication skills with the ability to multi-task. You should demonstrate good judgement and critical thinking while also being able to follow SOC tasks and procedures utilizing discretion at all times. The AWS SOC is a 24/7/365 operation and shift work will be required to include days, nights, weekends and holidays. This teal will be on a live chat providing customer security support in all the SOC fields which will require self development to learn and be curious for ambiguous situations.

#awssoc

Key job responsibilities
As a SOC Security Support Engineer, you will employ security strategies and procedures in accordance with service level agreements, policies, standards, and operating procedures. This is a customer security support role for the SOC which will encompass learning and providing support for all areas of security operations for customer assurance.

• Drive security findings, research mitigations, and analyze potential security vulnerability related information from a variety of sources to remediate root cause
• Configure physical security devices including cameras, readers, and panels.
• 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
• Work as a catalyst to bring stakeholders together to address findings and risks until a formalized business owner is identified to take lead.
• Produce progress reports, briefs, and white papers regarding vulnerabilities, security concerns, and operations gaps 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.
• Interface with technical teams, stakeholders and leadership teams to translate security risk mitigation plans into actionable items to mitigate risk.
• You will also manage email, phone communications, generate and/or manage trouble tickets, handle incoming chats, and provide technical support to customers.

A day in the life
The Amazon Web Services (AWS) Security Operations Center (SOC) is expanding physical and security services operations to support the growth of our data centers and related security functions. The AWS SOC Security Support Team is seeking a self-motivated customer service security support engineers with security technology experience, problem-solving abilities, analysis skills, and strong customer obsession to assist incoming requests. Come join the team tasked with raising the level of security on a global scale, across new and existing AWS infrastructure.

About the team
Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
 
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. Our senior members enjoy one-on-one mentoring. We care about your career growth as a passionate learner that is motivated to take on challenges.
 
Work/Life Balance
We had also adjusted the work/life harmony statement for the SOC as well and that was as follows: Our team values work-life har