Software Development Engineer, Support Engineering Tech

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

As a Software Development Engineer, you will solve complex software problems in an environment where the business problem is defined but the technical strategy is not. You will independently architect, design, and deliver scalable distributed systems and services that delight customers with self-service capabilities — while deflecting and eliminating manual work from support engineering teams. You will actively leverage AI-powered development tools and techniques — including generative AI, LLM-based code generation, and agentic workflows — to accelerate delivery and raise the engineering bar. You will mentor and develop other engineers, perform technical assessments, and drive architectural decisions with limited guidance.

Key job responsibilities
- Architect and deliver end-to-end solutions for complex, ambiguous problems where the technical strategy is not yet defined
- Design and implement scalable, highly available self-service experiences on the Spectrum platform that enable customers to resolve issues without engaging support teams
- Actively use AI-powered development tools (Amazon Q Developer, generative AI code assistants, LLM-based testing/debugging) to accelerate software delivery and improve code quality
- Lead technical design reviews and drive architectural decisions across your team’s domain, proactively simplifying code and resolving architecture deficiencies
- Mentor and develop SDE I and SDE II engineers through code reviews, design discussions, pairing sessions, and promotion assessments
- Collaborate with product managers, support engineering leaders, and cross-functional stakeholders to identify high-impact opportunities for customer self-service and manual work elimination
- Work in parallel with other engineers and lead integration of parallel workstreams
- Analyze support contact patterns and customer friction points to inform the design of automated, self-service solutions
- Investigate and resolve complex production issues, performing root-cause analysis and driving long-term systemic fixes
- Contribute to operational excellence including CI/CD pipelines, monitoring, alarming, runbooks, and on-call rotations
- Identify opportunities to reduce technical debt, force-multiply through automation and AI, and mitigate long-term risks

A day in the life
As a Software Development Engineer on the SET team, you'll play both a strategic and hands-on role — shaping how we think about customer experience upstream while building the solutions that make it real. Your work directly influences which problems we solve, how we solve them, and how we measure success.

Your days will involve close collaboration with several key teams:

• Parallel Software Development Teams — You'll partner with engineering teams on cross-functional deflection initiatives, helping identify high-impact opportunities and designing solutions that address the root causes of customer contacts.

• Salesforce Developers — You'll work alongside the Salesforce development team on platform strategy and delivery, contributing to the technical direction of our support tooling and how it evolves over time.

• Subject Matter Experts (SMEs) — You'll interface with product-area SMEs who bring deep domain knowledge, leveraging their operational insights and automation expertise to prioritize and inform the upstream solutions you build.

• Tools & Scripts (T&S) — You'll coordinate with the T&S team, who drive foundational platform enhancements that scale automation across the organization, ensuring your upstream work integrates with the broader ecosystem.

On any given day, you might be analyzing contact patterns to identify the next high-value deflection opportunity, designing a solution with a partner engineering team, shaping platform strategy with the Salesforce developers, or shipping an enhancement that prevents thousands of support cases from ever being created. The work blends strategic thinking with hands-on engineering — and the impact is measurable.

About the team
Our team builds and operates the tools, platforms, and self-service experiences that empower AWS customers to resolve issues independently — while deflecting and eliminating manual work from support engineering teams. We design and deliver delightful customer experiences that reduce friction, automate resolution, and scale support operations. We embrace AI-first development practices, actively leveraging generative AI and modern tooling to accelerate innovation and improve engineering quality. We value operational excellence, customer obsession, and a culture of continuous learning. We move fast, ship often, and hold ourselves to the highest engineering standards. We are committed to building an inclusive team where diverse perspectives drive better outcomes for our customers.

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 non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- 1+ years of software development engineer or related occupational experience
- 1+ years of designing and developing large-scale, multi-tiered, multi-threaded, embedded or distributed software applications, tools, systems, and services using: C#, C++, Java, or Perl experience
- 1+ years of Object Oriented Design experience
- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
- Experience programming with at least one software programming language - 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent

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, GA, Atlanta - 143,700.00 - 194,400.00 USD annually
USA, VA, Arlington - 143,700.00 - 194,400.00 USD annually