Description

　　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.

　　We are open to hiring candidates to work out of one of the following locations:

　　Seattle, WA, USA

　　Basic Qualifications

　　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

　　Preferred Qualifications

　　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.

　　Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $63,200/year in our lowest geographic market up to $158,900/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 compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.