Support Engineer, International Tech Services, AWS Marketplace

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

* Work/Life Balance

We strike a balance between personal life and work commitments by granting autonomy in our tasks and focusing on mechanisms that scale our business.

* On-Call Responsibility

On-call is responsible for 12-hour daily rotations for a week. We rotate our on-call responsibilities within the team which means you will be on-call at least once a quarter.

About the team

* Mentorship & Career Growth

Fostering a culture of inclusivity for our people is how we become earth’s best employer. We emphasize sharing knowledge, exposing individuals to diverse experiences, and providing mentorship to enhance and facilitate career progression.

* Inclusive Team Culture

Experience mentoring or enabling team members to develop technical skills. Being part of a team that utilizes the strength of its diverse workforce and their skills to achieve goals is invigorating. Collaboration with colleagues throughout the organization is vital for our ongoing success and shapes our inclusive environment.

Basic qualifications

- Bachelor's degree in computer science or equivalent, -or- 3+ years of technical support experience

- 3+ years experience with network and operating systems -or- virtualization, orchestration and cloud computing -or- information security and compliance.

- Experience troubleshooting complex problems with customers and operating efficiently under pressure

- Experience driving collaborative projects from conception to delivery

- Bi-lingual - Korean & English language spoken and written proficiency

Preferred qualifications

- Speak, write, and read fluently in Japanese

- Experience working as a technical lead

- Demonstrated ability using GenAI tools to optimize or automate processes.

- AWS AI Practitioner Certification

- AWS Solutions Architect-Associate Certification

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.