Description

Would you like to be part of a fast-growing team dedicated to improving the experience for sellers on the Amazon Web Service (AWS) Marketplace? Do you enjoy solving challenging problems and making a difference? Come work with us at AWS Marketplace, where we're changing how businesses buy and sell software!

AWS Marketplace is where software sellers can showcase their products to AWS customers, and buyers can find, purchase, and use software easily. It's a dynamic and entrepreneurial environment where every team member has the opportunity to innovate and make a real impact.

We're seeking a customer-focused Support Engineer to join our Managed Catalog Operations (MCO) team. The ideal candidate will manage relationships with third-party software providers and oversees the process of adding their products to the Marketplace. You'll work closely with these providers, as well as with other teams within Amazon, to ensure smooth content acquisition and ingestion. Your responsibilities will include product onboarding, troubleshooting, technical support, and maintaining quality publishing standards.

This role will be responsible for supporting our growing special government regions, working with sellers, AWS Public Sector, government agencies, product management and engineering teams. We are looking for a person with strong problem-solving skills and a demonstrated ability to solve technical challenges in ambiguous or new environments. Key attributes are strong business judgment and an ability to deliver results in a rapidly evolving and dynamic environment. The successful candidate will thrive in a fast-paced, goal-oriented environment, be well-organized, and be able to credibly coordinate between teams of technical resources and business stakeholders. Due to the sensitive nature of our processes, the candidate must be willing to work three days a week on-site.

This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph.

Key job responsibilities

• Obtain high proficiency and continually broaden expertise in core Support Engineering tasks such as publishing products, handling customer queries, and aiding sellers.

• Dive deep when needed to resolve technical blockers, identify and replicate issues with Amazon products and services, guide customers, and share effective strategies.

• Customer obsess on opportunities to enhance seller satisfaction by offering top-notch support, surpassing internal and external goals, and improving key operational support metrics.

• Forge and reinforce collaborative relationships with service providers, engineering teams, and support staff.

• Expedite and escalate critical customer blocking issues, collaborating with senior engineers to swiftly resolve urgent incidents.

• Establish, maintain, adhere to, and communicate operational standards effectively.

• Be a good listener and explore the Sellers needs, propose alternate methods when warranted, advocate for future product enhancements, and balance customer and business requirements with technical limitations and timeliness.

• Analyze, organize, and present raw data to generate actionable insights when needed.

• Promote adoption of services both internally and externally.

• Assist in onboarding support and training new Support Engineers.

• Collaborate with product and program managers to aid in new product feature launches, projects, and events like Re:Invent.

About the team

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Utility Computing (UC)

AWS Utility Computing (UC) provides product innovations — from foundational services such as Amazon’s Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2), to consistently released new product innovations that continue to set AWS’s services and features apart in the industry. As a member of the UC organization, you’ll support the development and management of Compute, Database, Storage, Internet of Things (IoT), Platform, and Productivity Apps services in AWS, including support for customers who require specialized security solutions for their cloud services.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Basic Qualifications

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

• Experience in a technical and hands-on customer-facing role (E.g. Support Engineer, Linux or Network Administrator)

• Experience with Linux or Windows system administration

• Experience with networking, virtualization and Cloud Computing concepts

• Working knowledge of MS Office products including Excel (vlookup, Pivot tables).

• Current, active US Government Security Clearance of TS/SCI with Polygraph.

Preferred Qualifications

• Experience analyzing complex data, identifying problems and implementing solutions

• Working knowledge of AWS products and technologies (EC2, S3, Lambda, Docker, etc.)

• Demonstrated time-management proficiency for dynamic prioritization and decision-making to deliver results in a fast-paced, data driven environment.

• Effective written and verbal communication for explaining complex concepts to technical and non-technical audiences.

• Working knowledge of shell/bash/Python

• One or more cloud certification(s) (AWS or Linux)

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.