Job Abstract

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 an 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 Service 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 pointing out problems and leading improvements when opportunities arise to innovate and drive solutions that delight our customers.

We are looking for a customer-centric Support Engineer 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 product ingestion, onboarding, coordinating, troubleshooting, technical support and quality.10010

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

About the team
Work/Life 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. This role works primarily from the office, with opportunities to work remote some days. Work hours are flexible and with defined business hours.

Mentorship & Career Growth
We are 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.

On-Call Responsibility
On-call is responsible for 12-hour daily rotations for a week. We rotate our on-call responsibilities within the team which means you will be on-call at least once a quarter.

- Bachelors in Computer Science, Information Systems, Engineering or equivalent work experience
- 2+ years of experience in a technical and hands-on customer-facing role (E.g. Support Engineer, Technical Account Manager or Network Administrator)
- Experience with Linux or Windows system administration
- Experience with networking, virtualization and Cloud Computing concepts
- Working knowledge of AWS products and technologies (EC2, S3, Lambda, ECS, etc.)
- Articulates complex concepts to technical and non-technical audiences through interpersonal, verbal, and written communication

- Experience analyzing complex data, identifying problems and implementing solutions
- Demonstrated time-management proficiency for dynamic prioritization and decision-making to deliver results in a fast-paced, data driven environment.
- Working knowledge of shell/bash/Python
- One or more cloud certification(s) (AWS Certification, CCP, CSAA, CSA, RHEL, Linux+, etc)
- Experience troubleshooting basic cloud-based systems and services
- Ability to use analytical, correlative, and quantitative skills to consistently back up assumptions and develop business cases using data

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.