Solutions Architect, MADS Support

We are looking for a passionate, customer-obsessed Solutions Architect to join the Amazon Ads team. In this role, you will serve as the primary technical point of contact for customers during their onboarding journey - guiding them through implementation, troubleshooting technical issues, translating customer needs into actionable engineering and program requirements, and acting as a technical Customer Success Manager.

This is a customer-facing role that demands strong technical depth across AWS services, excellent communication skills, and a project management mindset. You will be the bridge between customers and internal teams, ensuring a seamless onboarding experience while advocating for customer needs.

Key job responsibilities

Key Responsibilities

Customer Onboarding: Own end-to-end technical onboarding of customers onto Amazon Ads solutions, ensuring smooth and timely implementation.

Technical Troubleshooting: Diagnose and resolve technical issues across the AWS stack, working closely with customers and internal engineering teams to drive resolution.

Customer Advocacy: Act as the voice of the customer - collect and synthesize VOC (Voice of the Customer) feedback, and translate customer questions, pain points, and feature requests into engineering and program-level requirements.

Cross-Functional Collaboration: Partner closely with engineering, product, and program teams to drive resolution of customer issues and influence the product roadmap based on customer insights.

Technical Customer Success Management: Proactively monitor customer health, identify risks, and drive adoption by ensuring customers realize the full value of the solutions they are onboarding onto.

Documentation & Enablement: Contribute to onboarding runbooks, troubleshooting guides, and knowledge base articles to improve the onboarding experience at scale.

Project Management: Manage multiple customer onboarding engagements simultaneously, tracking milestones, dependencies, and deliverables to ensure on-time delivery.

Basic Qualifications

3+ years of experience in a Solutions Architect, Cloud Engineer, or similar customer-facing technical role.

Hands-on experience with AWS services, including:

AWS CloudFormation

Amazon S3

AWS Glue

Amazon Athena

Amazon EventBridge

AWS Lake Formation

AWS Clean Rooms

Proficiency in SQL and Python for data analysis, scripting, and automation.

Experience managing technical projects with multiple stakeholders and competing priorities.

Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.

Strong problem-solving and troubleshooting skills with a bias for diving deep into root causes.

Preferred Qualifications

Familiarity with Boto3 / AWS SDKs for programmatic AWS resource management.

Experience with privacy-enhancing technologies (PETs) or data collaboration concepts.

AWS Certification (e.g., AWS Solutions Architect - Associate or Professional).

Prior experience in a Customer Success, Technical Account Management, or Support Engineering role.

Experience working with cross-functional teams across different time zones.

Background in advertising technology or digital marketing platforms.

Leadership Principles Emphasized

Customer Obsession: You start with the customer and work backwards. You are relentless about earning and maintaining customer trust through every interaction.

Dive Deep: You operate at all levels, stay connected to the details, and audit frequently. No issue is beneath you when a customer needs help.

Bias for Action: You take swift, calculated action to unblock customers and drive progress - speed matters in onboarding.

Deliver Results: You own the customer onboarding outcome. You focus on the key inputs, track milestones, and deliver with the right quality in a timely manner, even in the face of setbacks.

Earn Trust: You listen attentively, speak candidly, and treat customers and colleagues with respect. You are transparent about challenges and proactive about solutions.

A day in the life

You will start your day reviewing customer engagement progress and preparing for technical design sessions. Much of your time is spent working directly with customer stakeholders, whiteboarding architectures, writing code, or refining solution designs that balance complexity, scale, and performance. You will regularly collaborate with delivery teams and AWS service teams, contributing to governance discussions and ensuring smooth handoffs from presales to delivery. Between customer meetings, you might review a colleague's technical proposal, draft a blog post capturing lessons learned, or explore how generative AI tools can enhance a customer's solution.

About the team

We partner with customer teams and our Engineering Partners and AWS Teams to execute cloud computing initiatives, delivering focused guidance through specialty practices that cover a broad range of solutions, technologies, and industries. Our culture is built on collaboration, empathy, and inclusion. We are committed to continuous learning and encourage every team member to grow, share knowledge, and contribute to an environment where creative problem-solving drives meaningful customer impact.

Basic qualifications

- Experience implementing AWS services in a variety of distributed computing environments

Preferred qualifications

- 5+ years of IT implementation experience

- Experience and technical expertise (design and implementation) in cloud computing technologies

- Experience leading the design, development and deployment of business software at scale or recent hands-on technology infrastructure, network, compute, storage, and virtualization experience

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.