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

AWS 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.

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.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & 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.

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. - 3+ years of network and operating system support experience
- 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
- 3+ years of database administration experience
- 3+ years of software development with object oriented language experience
- 3+ years of continuous integration and continuous delivery (CI/CD) experience
- 3+ years of information security and compliance experience
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience - Demonstrated ability using GenAI tools to optimize or automate processes.
- AWS AI Practitioner Certification
- AWS Solutions Architect-Associate Certification

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Austin - 95,600.00 - 160,000.00 USD annually