Amazon Web Services (AWS) · 5 hours ago
Support Engineer - External, AWS Marketplace TSO
Austin, TX
Full-time
Onsite
Mid, Senior Level
$96K/yr - $160K/yr
3+ years expAmazon Web Services (AWS) is seeking a Support Engineer to join the AWS Marketplace Team to enhance the way enterprise software is bought and sold. The role involves supporting software vendors, managing operational relationships, and utilizing GenAI tools to optimize processes while delivering high-quality support.
Agentic AIConsultingDevOpsInformation TechnologySoftwareWeb Development
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
Qualification
Required
3+ years of network and operating system support experience
3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
3+ years of information security and compliance experience
Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
Experience conveying complex technical concepts to both technical and business audiences
Experience driving collaborative projects from conception to delivery, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
AWS Solutions Architect-Associate Certification
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 through tradeoffs between competing priorities or incentives
Preferred
Experience working as a technical lead
Demonstrated ability using GenAI tools to optimize or automate processes
AWS AI Practitioner Certification
Benefits
Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
Paid time off
Parental leave
Company
Amazon Web Services (AWS)
Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.
10001+ employees
H1B Sponsorship
Amazon Web Services (AWS) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
BIRD Foundation
2025-01-22Grant
Leadership Team
Matt Garman
Chief Executive Officer
Anand Desikan
CTO, CXO Advisor, and Enterprise Technologist
Recent News
2026-01-25
24-7 Press Release Newswire
2026-01-24
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