Support Engineer II, Marketplace Variable, Marketplace Variable - Atlanta, United States - Amazon
Description
Are you interested in joining a team who are actively engaged in supporting the AWS Partner Network experience and innovating at the cutting-edge of software technology? Are you ready for a world-class opportunity to unleash your creativity, engage in challenging problem-solving and drive change? Come join the AWS Partner Organization as we reshape the way enterprise software is bought and sold
Key job responsibilities
Achieve proficiency and continually expand personal scope of knowledge and ownership relating to core competencies for Support Engineer workflows; these include CRM Integration products, addressing customer inquiries and providing Partner support
Dive deep into technical details, diagnose and reproduce issues with Amazon technology products, guide customers and share best practices
Consistently strive to improve the Partner experience by delivering superior Partner support, exceeding SLA expectations and driving other key support metrics
Build and strengthen collaborative relationships with Partners, service providers, engineering teams, and support staff
Act with urgency to escalate critical and complex issues and partner with senior engineers to resolve time-critical incidents
Create, maintain, adhere to, and communicate documented operational standards
Facilitate onboarding support and role training for new Support Engineers
Engage in discovering Partner requirements; recommend alternative technical approaches; build business case for future product enhancements; balance customer and business needs with technical complexity and constraints
Evangelize within and outside Amazon to encourage a fast and smooth adoption of the services
Query, organize and format raw data to create compelling and actionable insights
Partner with product and program managers to support new product feature launches, new projects, and events like Re:Invent
A day in the life
We are looking for a customer-centric Support Engineer - External (SE-E) to join the AWS Partner Connector Operations (PCO) team. As an integration operations team, we work closely with Partners to provide seamless integration experiences and are responsible for building and owning relationships with Partners, providers, peer teams, and Amazon stakeholders. We drive end-to-end integration with Amazon systems which includes onboarding, field mapping, troubleshooting, and advanced technical support.
About the team
The AWS Partner Organization enables Partners to market their software to Amazon Web Service customers while enabling buyers to discover, purchase and consume software. This rapidly growing business within Amazon Web Services offers a creative and entrepreneurial work environment. At AWS, every employee is viewed as a business owner who is individually responsible for speaking up and leading improvements when opportunities arise to innovate and drive solutions that delight our customers.
Our team is focused on balancing life with work, and does this via work autonomy and by prioritizing solutions and processes that enable us to scale faster than the business. The PCO team is based out of Atlanta and works primarily from the office, though there is flexibility if you need to work remotely occasionally.
We are open to hiring candidates to work out of one of the following locations:
Atlanta, GA, USA
Basic Qualifications
3+ years of network and operating system support experience
1+ years of software development with object oriented language experience
Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
2+ Years of experience configuring standard AWS services (eg. IAM, S3, EC2, etc.)
Preferred Qualifications
4+ years of technical support experience
3+ years of software development with object oriented language experience
One or more cloud certifications (eg. CCP, CSAA, CSA, etc.)
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