Support Engineer, AWS Technical Content Experience

Amazon • Arlington, VA

8h • Onsite

About The Position

We are seeking a Support Engineer to serve as the dedicated support layer for AWS builders who use our AI-native content management system to create, manage, and deliver technical documentation. The AWS TCX team manages content platform infrastructure supporting technical content that millions of customers use daily through the AWS documentation website and MCP server. This role will be part of team delivering a next-generation content platform where AI agents handle operational complexity and builders provide strategic direction, fundamentally changing how AWS creates and maintains technical content at scale. This role is ideal for someone early in their career who is technically curious, comfortable with ambiguity, and excited about the intersection of developer tools and AI.

Requirements

• Bachelor's degree or above in a related field
• Experience with AI/ML technologies
• Experience troubleshooting and debugging technical systems
• 2+ years of software development, or 2+ years of technical support experience
• Experience with developer tools: source control (Git), CI/CD systems, build tools, and command-line interfaces

Nice To Haves

• Experience communicating technical concepts and processes using clear, simple language and visuals
• Experience working with end user or developer communities
• Experience scripting or coding
• Experience in creating process improvements with automation and analysis
• Knowledge of web services, distributed systems, and web application development

Responsibilities

• Provide responsive technical support for content publishing tools, build systems, and development workflows — triaging, diagnosing, resolving, and escalating incidents, so builders are never left waiting.
• Guide builders through technical onboarding, troubleshooting, and operational requests.
• Monitor support channels to surface emerging issues, track adoption patterns, and identify where builders get stuck — routing recurring pain points and insights.
• Identify manual processes and build automations using AI tools, scripts, or integrations.
• Use AI-powered development tools daily to increase your own effectiveness and model best practices for the builders you support.
• Maintain documentation to enable self-serve onboarding and reduce repeat requests.

Benefits

• sign-on payments
• restricted stock units (RSUs)
• 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: Entry Level