Software Development Manager, AWS Support Kumo

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a member of the AWS Support team you will be at the forefront of this transformational technology - assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.

We are looking for a technical leader who will lead teams in our Customer Interaction Management organization (CIM). CIM owns the products that ensure AWS customers can always get support and the frontline builders who provide support to our customers. Our services need to be highly scalable, highly available, handle diverse frameworks and integrations, and make it easier for our customers to interact with our Support organization. The technical leader needs to be able to evaluate and evolve our technology stack as the cloud around them evolves in an era of GenAI and be ready to invent new ways of solving exciting new challenges every day. The leader should be a strong operator who is comfortable operating production systems that hundreds of thousands of Enterprise and Business customers depend on.

You are passionate about improving AWS customers' support experience and executing on our vision of integrated support building innovative support products using the latest GenAI technologies to create delightful customer experiences while allowing our support organization to scale. You will be responsible for leading a team of engineers and responsible for their career growth and job satisfaction.

Key job responsibilities

• Product You will closely partner with your product manager to define and execute on the vision for your product. You will set and help your development team maintain line-of-sight to key product goals.

• Projects You will be responsible for developing a roadmap and delivery plan for your team as well as track progress against key goals. You will identify dependencies and risks and mitigate risks before they start to impact project goals and manage expectations when things don't go as planned.

• Process You, together with your team, own the team's development process. You should be comfortable running an agile development process and ensure it serves the team rather than the team serving it.

• People You will own all facets of performance management and career development for your team. Helping team members achieve their career objectives through regular one-on-one engagements is required. You will mentor all members in order to maintain a well-rounded world class organization. You will own and be accountable for the output and performance of your team.

• Technical and operational excellence You should ensure your team is technically excellent. That includes ensuring security remains your top priority with operations second and features third. You should build for high-availability and utilize best-in-class native AWS technologies. You will mentor your team on design best practice even though your engineers ultimately own the solution.

• Recruiting and Hiring You will take the lead in hiring quality people who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.

• Incident and Escalations Management You will be the point of contact for enquiries regarding escalations and service incidents impacting our case management customers for services you own or the broader case management space during your coverage period. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base. About the team Amazon 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.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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.

Basic qualifications

- 3+ years of engineering team management experience

- 7+ years of engineering experience

- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations

- Experience partnering with product or program management teams

- Bachelor's degree in Computer Science, Electrical Engineering, Computer Engineering or a related discipline or equivalent

Preferred qualifications

- Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy

- Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers

- Master's degree in computer science, engineering, mathematics or equivalent

- Experience delivering products against plan in a fast-paced, multi-disciplined, distributed-responsibility and often ambiguous environment

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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.