Amazon Dev Center U.S., Inc. Looking For Support Engineer, AWS Marketplace, AWS Marketplace at Herndon, VA Full Time

Bachelors in Computer Science, Information Systems, Engineering or equivalent experience

2+ years of experience in a technical and hands-on customer-facing role

Job summary

Job summary

Are you interested in joining a rapidly growing team who are actively engaged in bolstering the AWS Marketplace Seller experience and innovating at the cutting-edge of software technology? Are you ready for a world-class opportunity to unleash your creativity, engage in challenging problem-solving and drive change? Come join the AWS Marketplace Team as we reshape the way enterprise software is bought and sold!

AWS Marketplace enables Sellers to market their software to Amazon Web Services customers while enabling buyers to discover, purchase, and consume software. This rapidly growing business within Amazon Web Services offers a creative and entrepreneurial work environment. At AWS, every employee is viewed as a business owner who is individually responsible for speaking up and leading improvements when opportunities arise to innovate and drive solutions that delight our customers.

Our team is focused on balancing life with work, and does this via work autonomy and by prioritizing solutions and processes that enable us to scale faster than the business. Our team is based in Cape Town, Northern Virginia, and Seattle; this structure allows us to accommodate different times zones and not work after-hours. Under normal circumstances, we mostly work from the office but are very flexible if you need to work from home occasionally.

We are looking for a customer-centric Support Engineer – External (SE-E) to join the AWS Marketplace Managed Catalog Operations (MCO) team. The MCO team owns operational interaction with 3rd party software providers and is responsible for building and owning relationships with sellers, providers, peer teams, and 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, product ingestion, technical support, and quality.

Key job responsibilities

Achieve proficiency and continually expand personal scope of knowledge and ownership relating to core competencies for Support Engineer workflows; these include publishing products, addressing customer inquiries, and providing seller support

Dive deep into technical details, diagnose and reproduce issues with Amazon technology products, guide customers, and share best practices

Consistently strive to improve the seller experience by delivering superior seller support, exceeding SLA expectations, and driving other key support metrics

Build and strengthen collaborative relationships with service providers, engineering teams, and support staff

Act with urgency to escalate critical and complex issues, partnering with senior engineers to resolve time-critical incidents

Create, maintain, adhere to, and communicate documented operational standards

Facilitate onboarding support and role training for new Support Engineers

Engage in discovering Seller requirements; recommend alternative technical approaches; build business case for future product enhancements; balance customer and business needs with technical complexity and constraints

Evangelize within and outside Amazon to encourage a fast and smooth adoption of services

Query, organize, and format raw data to create compelling and actionable insights

Partner with product and program managers to support new product feature launches, new projects, and events like Re:Invent

A day in the life

Life/Work Balance:
Our team is focused on balancing life with work, and does this via work autonomy and by prioritizing solutions and processes that enable us to scale faster than the business. There will be opportunities to work from home some days. Work hours are flexible and typically self-defined.

About the team

Mentorship & Career Growth:
Our team is committed to supporting new team members by promoting a culture of belonging and caring for one another. We focus on knowledge sharing, exposure to diverse experiences, and mentorship to accelerate and support career development of our support engineers.

Inclusive Team Culture:
Working with a team that welcomes, celebrates, and leverages a diverse set of backgrounds and skillsets to deliver results is exciting. Collaborating with others in the organization is key to our long term success and is what helps frame our inclusive culture.

One or more cloud certification(s) (CCP, CSAA, CSA, RHEL, Linux+, etc)

3+ years of experience as a Support Engineer, Technical Account Manager or Vendor Manager

3+ years of Experience with Linux, Windows and cloud-based technology system administration

Ability to use analytical, correlative, and quantitative skills to consistently back up assumptions and develop business cases using data

Articulates complex concepts to technical and non-technical audiences through interpersonal, verbal and written communication

Understanding of standard AWS services and terminology (eg. EC2, S3, AMI, etc)

Experience troubleshooting basic cloud-based systems and services

Experience analyzing complex data, identifying problems, and implementing solutions

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.