Support Engineer - External, AWS Marketplace TSO

Come join the AWS Marketplace Team in our mission to change the way enterprise software is bought and sold! AWS Marketplace enables software sellers to reach all AWS customers, and enables AWS customers to easily discover, purchase, and consume software. This rapidly growing business within Amazon Web Services offers a creative, fast-paced, entrepreneurial work environment.

We are looking for an end to end owner that is hands-on and customer-obsessed to join the AWS Marketplace Technical Service Operations (TSO) team. The TSO team owns operational relationships with third-party software providers and peer teams, as well as relationships with Amazon stakeholders. We manage the content acquisition from providers and drive end to end management of content ingestion within Amazon systems including onboarding, coordinating, troubleshooting, file creation and submission, content ingestion, technical support, and quality.

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 for the role 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 coordinate between teams of technical resources and business stakeholders. The successful candidate will have hands-on experience and proven track record of using GenAI tools to optimize or automate processes to streamline operations.

The ideal candidate has:

• Built and maintained working operational relationships with service providers, engineering teams, and support staff.
• Demonstrated analytical and quantitative skills by using hard data and metrics to back up assumptions and develop business cases.
• Consistently improved customer experience by delivering high quality support within specified SLAs and other key metrics.
• Analyzed complex information, identified problems, implemented solutions, adjusted priorities, made effective procedural decisions, and managed time wisely in fast-paced, data-driven environments.
• Acted as a subject matter expert (SME) and initial escalation point for junior team members, created and maintained documentation and SOPs, and conveyed relevant information to peer and external teams.
• Participated in projects and events like Re:Invent or the launch of a critical new product feature.
• Experience navigating complex situations with a track record of guiding stakeholders though tradeoffs between competing priorities or incentives.

Key job 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 while understanding the broader AWS Marketplace business lifecycle (transactions, collections, disbursements) to deliver holistic support.
• Operate within established SLAs for seller-facing workflows.
• Discover the true requirements and underlying feature requests; recommend alternative technical approaches; Balance the customer & business needs with technical complexity and constraints.
• Work with the 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; develop demos, samples and materials as required.
• Use GenAI to automate inefficient manual processes that add friction to the business lifecycle.
• Ability to scope requirements, create Standard Operated Procedures in new fields where technical support solutions may not readily be available. Delivers independently, with occasional guidance.
• This position is based onsite full-time at the specified hiring location, with an expectation of 5 days per week in office.

A day in the life

About the team

Diverse Experiences

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