As Principal Engineer, you will develop Gen AI automation technology and solutions to improve support experiences for customers and frontline staff, and increase operational efficiencies for AWS Support. The systems will cover customer-facing AI assistance in Support Center and other AWS consoles, as well as internally-facing AI augmentation in Command Center tools and consoles. The solutions will diagnose technical problems, recommend and execute troubleshooting steps, and provide actionable guidance to prevent cost, availability, performance, and security issues.Key job responsibilitiesYou will lead a multi-year vision to transform the delivery of technical support and account management using Gen AI. You will partner with key stakeholders in AWS Support and other AWS service teams, such as AWS Console, Sagemaker, CloudWatch, NextGen Developer Experience, etc. and will need to influence leaders across many functions - including operations, engineering management, product management, and applied science - to refine the vision and strategy. You will figure out how to train LLMs using proprietary data that can solve technical issues accurately without violating security or privacy requirements. You will own the architecture design, development of critical components, and technical leadership for launching a number of game-changing Gen AI products and solutions. You will understand various AI technologies, and serve as a force multiplier who can enable many development teams to contribute to the overall solution.About the teamKumo is the global product and engineering organization for AWS Support, a multi-billion $ business. Our mission is to empower innovators to get the most out of cloud services. We build technology that reimagines how people and automation combine to solve problems, remove risks, build with excellence, and drive business impact. We own critical cloud services used by all AWS customers to build, optimize, and operate at scale, including AWS Health, Trusted Advisor, Well-Architected, re:Post, Support Center, and AWS Managed Services. We also own services that enable AWS support teams to provide mission-critical, customer-obsessed support to our customers, including Command Center (the console platform for 14,000 frontline staff and technical account managers), Kumo Case Management (the contact center platform for technical support), Tool Contribution (the platform for support staff to build and reuse troubleshooting tools), and Business Case Authorization (the service for controlling access to customer metadata based on business justifications). AWS Kumo is a dynamic, agile, and collaborative team of individuals with diverse backgrounds, located around the globe with larger teams in the U.S., Canada, and South Africa.We are open to hiring candidates to work out of one of the following locations:Seattle, WA, USA | Sunnyvale, CA, USA- 10+ years of non-internship professional software development experience- Knowledge of object-oriented design, data structures, and algorithms- Bachelor's degree in computer science, engineering, or mathematics- Experience designing and building large-scale systems in a multi-tiered, distributed environment (Service Oriented Architecture)- Master's degree in computer science or equivalent- Experience training, fine-tuning, and applying LLMs for comprehension, problem solving, and content generation- Ability to clearly and concisely communicate with technical and non-technical stakeholders across all levels of the organizationOur compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $160,100/year in our lowest geographic market up to $311,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensatio