Support Engineer L5, AWS Marketplace

Are you interested in joining a rapidly growing team that's enhancing the AWS Marketplace seller experience and innovating in software technology? Are you ready to unleash your creativity, solve challenging problems, and drive change? Join the AWS Marketplace team as we transform how enterprise software is bought and sold!

AWS Marketplace enables sellers to market their software to Amazon Web Services customers while helping buyers discover, purchase, and consume software. This fast-growing business within Amazon Web Services offers a creative and entrepreneurial environment. At AWS, we view every employee as a business owner who identifies problems and leads improvements to delight our customers.

We're looking for a customer-obsessed Support Engineer to join the AWS Marketplace Managed Catalog Operations (MCO) team. The MCO team manages operational interactions with third-party software providers and builds relationships with sellers, providers, peer teams, and Amazon stakeholders. We manage content acquisition from providers and drive end-to-end content ingestion within Amazon systems, including product ingestion, onboarding, coordination, troubleshooting, technical support, and quality assurance.

Key job responsibilities

As a Support Engineer on our team, you'll be responsible for onboarding AWS and seller software onto AWS Marketplace, while reviewing and processing software products for policy compliance and buyer experience. You will dive deep into technical details, diagnose and reproduce issues with Amazon technology products and services, guide customers, and share best practices. Support Engineers consistently strive to improve the seller experience by delivering high-quality technical support and driving process and product improvements to reduce case volume.

You will build collaborative relationships with sellers, software engineers, technical program managers, and product managers to support new feature launches, projects, and events like re : Invent. Using data analytics, you will create compelling and actionable insights to improve our operations and service quality for our customers.

About the team

Work-Life Balance

Our team priorities work-life balance through work autonomy and scalable solutions and processes. With team members in Cape Town, Virginia, Singapore and Seattle, we effectively manage different time zones to minimize after-hours work. We offer flexible scheduling within core business hours and remote work opportunities.

Mentorship & Career Growth

We are committed to fostering a culture of belonging and mutual support for new team members. We emphasise knowledge sharing, diverse experiences, and mentorship to accelerate career development for our Support Engineers.

On-Call Responsibility

Our on-call rotation operates between Seattle, Virginia, Singapore and Cape Town teams. Each shift covers 12 hours during daylight hours, Monday through Sunday. Team members typically serve on-call once per quarter through an equitable rotation system.

Inclusive Team Culture

We thrive on diversity, welcoming and celebrating different backgrounds and skillsets to deliver results. Collaboration across the organization is fundamental to our long-term success and reinforces our inclusive culture.

BASIC QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent work experience
• 4+ years of experience in a technical, hands-on, customer-facing role (such as Support Engineer, Technical Account Manager, or Network Systems Administrator)
• Experience with Linux or Windows system administration
• Experience with networking, virtualization, and cloud computing concepts

PREFERRED QUALIFICATIONS