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Location

Herndon, VA | United States

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Job description

DESCRIPTION

Would you like to be part of a fast-growing team dedicated to improving the experience for sellers on the Amazon Web Service (AWS) Marketplace? Do you enjoy solving challenging problems and making a difference? Come work with us at AWS Marketplace, where we're changing how businesses buy and sell software!

AWS Marketplace is where software sellers can showcase their products to AWS customers, and buyers can find, purchase, and use software easily. It's a dynamic and entrepreneurial environment where every team member has the opportunity to innovate and make a real impact.

We're seeking a customer-focused Support Engineer to join our Managed Catalog Operations (MCO) team. The ideal candidate will manage relationships with third-party software providers and oversees the process of adding their products to the Marketplace. You'll work closely with these providers, as well as with other teams within Amazon, to ensure smooth content acquisition and ingestion. Your responsibilities will include product onboarding, troubleshooting, technical support, and maintaining quality publishing standards.

This role will be responsible for supporting our growing special government regions, working with sellers, AWS Public Sector, government agencies, product management and engineering teams. 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 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 credibly coordinate between teams of technical resources and business stakeholders.

This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph.

Key job responsibilities
- Obtain high proficiency and continually broaden expertise in core Support Engineering tasks such as publishing products, handling customer queries, and aiding sellers.

- Dive deep when needed to resolve technical blockers, identify and replicate issues with Amazon products and services, guide customers, and share effective strategies.

- Customer obsess on opportunities to enhance seller satisfaction by offering top-notch support, surpassing internal and external goals, and improving key operational support metrics.

- Forge and reinforce collaborative relationships with service providers, engineering teams, and support staff.

- Expedite and escalate critical customer blocking issues, collaborating with senior engineers to swiftly resolve urgent incidents.

- Establish, maintain, adhere to, and communicate operational standards effectively.

- Be a good listener and explore the Sellers needs, propose alternate methods when warranted, advocate for future product enhancements, and balance customer and business requirements with technical limitations and timeliness.

- Analyze, organize, and present raw data to generate actionable insights when needed.

- Promote adoption of services both internally and externally.

- Assist in onboarding support and training new Support Engineers.

- Collaborate with product and program managers to aid in new product feature launches, projects, and events like Re:Invent.

About the team
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. We provide scheduling flexibility within core business hours with the opportunity to work remotely.


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
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.

On-Call Responsibility
After successful onboarding and training in your cleared role, on-call commitments may occur once monthly for a 7 day period.

We are open to hiring candidates to work out of one of the following locations:

Herndon, VA, USA

BASIC QUALIFICATIONS

- Bachelors in Computer Science, Information Systems, Engineering or equivalent work experience
- 2+ years of experience in a technical and hands-on customer-facing role (E.g. Support Engineer, Technical Account Manager or Network Administrator)
- Experience with Linux or Windows system administration
- Experience with networking, virtualization and Cloud Computing concepts
- Working knowledge of MS Office products including Excel (vlookup, Pivot tables).
- Current, active US Government Security Clearance of TS/SCI with Polygraph.

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Job tags

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Salary