Software Development Engineer , Amazon Customer Service

About the role

We are seeking a talented leader with a strong technical background to join our Customer Experience Products organization on the Amazon Customer Service (CS) Knowledge team. In this role, you will reimagine how we create and manage content in a native AI‑world, distilling long‑form CS help articles, policies, and standard operating procedures into core underlying facts (“Knowledge Artifacts”). You will work across the team to build the foundation that powers customer service experiences across Amazon, influencing millions of customers, sellers, and products worldwide.

Responsibilities

• Collaborate with experienced cross‑disciplinary Amazonians to conceive, design, and bring innovative products and services to market.
• Design and build innovative technologies in a large distributed computing environment and help lead fundamental changes in the industry.
• Build distributed storage, index, and query systems that are scalable, fault‑tolerant, low cost, and easy to manage/use.
• Design and code the right solutions starting with broadly defined problems.
• Work in an agile environment to deliver high‑quality software.

Day in the Life

As a Software Development Engineer, you'll help build products that impact critical customer experiences. You'll tackle complex technical initiatives head‑on, building high‑quality, scalable systems that serve our global customer base. Working closely with peer engineers, you'll help shape our technical architecture while maintaining direct ownership of key components.

Team Overview

This role sits within the Customer Experience Products organization on the CS Knowledge team. Our vision is a world where customer‑ and associate‑facing CS content is always relevant, accurate, complete, and fresh, and is served‑up effectively across all channels. We're shifting the paradigm for content creation and maintenance, moving from an output‑driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that generate accurate, consistent, and personalized content in any form. Join our team to help build the foundation that powers customer service experiences across Amazon.

Basic Qualifications

• 3+ years of non‑internship professional software development experience
• Bachelor's degree or equivalent
• Experience programming with at least one modern language such as Python, Ruby, Golang, Java, C++, C#, or Rust
• Experience working with REST API‑based services, or programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby, PHP) and managing full application stacks from the OS up through custom applications
• Strong verbal and written communication skills

Preferred Qualifications

• Knowledge of system performance, memory management, and parallel computing principles
• Experience with AWS technologies
• Experience in process design and documentation

Pay

Base salary range: $143,700 – $194,400 USD annually (Seattle, WA). Total compensation may include sign‑on payments and restricted stock units (RSUs), determined based on experience, qualifications, and location.

Benefits

• Health insurance (medical, dental, vision, prescription)
• Basic Life & AD&D insurance and optional supplemental life plans
• Employee Assistance Program (EAP) and mental health support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and surrogacy reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave