Support Engineer- External, AMPS Support Engineering

Amazon • Seattle, WA

9d • Onsite

About The Position

Come join the AWS Marketplace Team in our mission to change the way enterprise
software is bought and sold! AWS Marketplace enables software sellers to reach
all AWS customers, and enables AWS customers to easily discover, purchase, and
consume software. This rapidly growing business within Amazon Web Services
offers a creative, fast-paced, entrepreneurial work environment.

We are looking for an end to end owner that is hands-on and customer-obsessed to
join the AWS Marketplace Technical Service Operations (TSO) team. The TSO team
owns operational relationships with third-party software providers and peer
teams, as well as relationships with Amazon stakeholders. We manage the content
acquisition from providers and drive end to end management of content ingestion
within Amazon systems including onboarding, coordinating, troubleshooting, file
creation and submission, content ingestion, technical support, and quality.

We are looking for a person with strong problem-solving skills and a
demonstrated ability to solve technical challenges in ambiguous or new
environments. Key attributes for the role are strong business judgment and an
ability to deliver results in a rapidly evolving and dynamic environment. The
successful candidate will thrive in a fast-paced, goal-oriented environment, be
well-organized, and be able to coordinate between teams of technical resources
and business stakeholders. The successful candidate will have hands-on
experience and proven track record of using GenAI tools to optimize or automate
processes to streamline operations.

The ideal candidate has:
- Built and maintained working operational relationships with service providers,
engineering teams, and support staff.
- Demonstrated analytical and quantitative skills by using hard data and metrics
to back up assumptions and develop business cases.
- Consistently improved customer experience by delivering high quality support
within specified SLAs and other key metrics.
- Analyzed complex information, identified problems, implemented solutions,
adjusted priorities, made effective procedural decisions, and managed time
wisely in fast-paced, data-driven environments.
- Acted as a subject matter expert (SME) and initial escalation point for junior
team members, created and maintained documentation and SOPs, and conveyed
relevant information to peer and external teams.
- Participated in projects and events like Re:Invent or the launch of a critical
new product feature.
- Experience navigating complex situations with a track record of guiding
stakeholders though tradeoffs between competing priorities or incentives.

Requirements

• 3+ years of network and operating system support experience
• 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
• 3+ years of information security and compliance experience
• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience

Nice To Haves

• Experience working as a technical lead
• AWS certification, such as, AWS Solutions Architect, or a similar cloud certification
• Experience conveying complex technical concepts to both technical and business audiences
• Experience driving collaborative projects from conception to delivery, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Demonstrated ability using GenAI tools to optimize or automate processes.
• AWS AI Practitioner Certification

Responsibilities

• Support software vendors throughout the lifecycle of selling their products on AWS Marketplace.
• Become knowledgeable in all workflows of a Support Engineer including publishing new listings, publishing new versions, and seller support while understanding the broader AWS Marketplace business lifecycle (transactions, collections, disbursements) to deliver holistic support.
• Operate within established SLAs for seller-facing workflows.
• Discover the true requirements and underlying feature requests; recommend alternative technical approaches; Balance the customer & business needs with technical complexity and constraints.
• Work with the product managers to launch products, services and features, and provide ongoing technical support as appropriate. Evangelize within and outside Amazon to encourage a fast and smooth adoption of services and features; be the primary conduit for gathering requirements for future enhancements; develop demos, samples and materials as required.
• Use GenAI to automate inefficient manual processes that add friction to the business lifecycle.
• Ability to scope requirements, create Standard Operated Procedures in new fields where technical support solutions may not readily be available. Delivers independently, with occasional guidance.
• This position is based onsite full-time at the specified hiring location, with an expectation of 5 days per week in office.

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level