Support Engineer - External, AWS Marketplace TSO

About the role

The AWS Marketplace Team is seeking an end-to-end owner with strong problem-solving skills and a customer-obsessed mindset to join the AWS Marketplace Technical Service Operations (TSO) team. This role involves managing operational relationships with third-party software providers and internal teams, as well as driving the content acquisition and ingestion process within Amazon systems.

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.
• Operate within established SLAs for seller-facing workflows.
• Discover true requirements and underlying feature requests; recommend alternative technical approaches.
• Balance customer and business needs with technical complexity and constraints.
• Work with 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.
• Use GenAI to automate inefficient manual processes that add friction to the business lifecycle.
• Scope requirements, create Standard Operating Procedures in new fields where technical support solutions may not readily be available.
• Deliver independently, with occasional guidance.

Requirements

• 3+ years of network and operating system support experience
• 3+ years of virtualization, orchestration, and cloud computing experience (e.g., Hypervisors, VMware, Xen)
• 3+ years of database administration experience
• 3+ years of software development with object-oriented languages
• 3+ years of continuous integration and continuous delivery (CI/CD) experience
• 3+ years of information security and compliance experience

Qualifications

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
• Demonstrated ability using GenAI tools to optimize or automate processes

Skills

• Strong business judgment
• Ability to deliver results in a rapidly evolving and dynamic environment
• Hands-on experience and proven track record of using GenAI tools to optimize or automate processes
• Well-organized and able to coordinate between teams of technical resources and business stakeholders

Benefits

Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance, retirement plans, paid time off, and parental leave.