Amazon Web Services, Inc.
Technology
SupportEngineer-External,AWSMarketplaceTSO
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Engineer - External, AWS Marketplace TSO at Amazon Web Services, Inc.. Skills: Technical support, Cloud computing, GenAI automation. Support software vendors. Publish new listings”
What You'll Achieve.
Improve customer experience; Deliver high quality support
Industry & Context.
Problem-solving; Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
3+ years network/OS support, 3+ years virtualization/orchestration/cloud, 3+ years database administration, 3+ years object-oriented software development, 3+ years CI/CD experience, 3+ years information security/compliance, Bachelor's degree in computer science, 3+ years technical support experience
Nice to Have
Demonstrated GenAI tool usage, AWS AI Practitioner Certification, AWS Solutions Architect-Associate Certification
What You'll Do.
Support software vendors
Provide seller support
Understand business lifecycle
Discover true requirements
Recommend alternative technical
Balance customer/business needs
Work with product managers
Launch products/services/features
Provide ongoing technical support
Evangelize services adoption
Gather requirements for development
Develop demos/samples/materials
Automate manual processes
Create Standard Operated Procedures
How You'll Work.
Team & Collaboration
Operational relationships; Peer teams; Amazon stakeholders; Service providers; Engineering teams; Support staff; Technical resources; Business stakeholders
Full Job Description
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 informatio
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