Sr. Software Development Engineer, Support Engineering Tech

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

As a Senior Software Development Engineer, you will solve complex software problems in an environment where the business problem is defined but the technical strategy is not. You will independently architect, design, and deliver scalable distributed systems and services that delight customers with self‑service capabilities — while deflecting and eliminating manual work from support engineering teams. You will actively leverage AI‑powered development tools and techniques — including generative AI, LLM‑based code generation, and agentic workflows — to accelerate delivery and raise the engineering bar.

You will mentor and develop other engineers, perform technical assessments, and drive architectural decisions with limited guidance.

• Architect and deliver end‑to‑end solutions for complex, ambiguous problems where the technical strategy is not yet defined.
• Design and implement scalable, highly available self‑service experiences on the Spectrum platform that enable customers to resolve issues without engaging support teams.
• Actively use AI‑powered development tools (Amazon Q Developer, generative AI code assistants, LLM‑based testing/debugging) to accelerate software delivery and improve code quality.
• Lead technical design reviews and drive architectural decisions across your team’s domain, proactively simplifying code and resolving architecture deficiencies.
• Mentor and develop SDE I and SDE II engineers through code reviews, design discussions, pairing sessions, and promotion assessments.
• Collaborate with product managers, support engineering leaders, and cross‑functional stakeholders to identify high‑impact opportunities for customer self‑service and manual work elimination.
• Work in parallel with other engineers and lead integration of parallel work streams.
• Analyze support contact patterns and customer friction points to inform the design of automated, self‑service solutions.
• Investigate and resolve complex production issues, performing root‑cause analysis and driving long‑term systemic fixes.
• Contribute to operational excellence including CI/CD pipelines, monitoring, alarming, runbooks, and on‑call rotations.
• Identify opportunities to reduce technical debt, force‑multiply through automation and AI, and mitigate long‑term risks.

As a Senior Software Development Engineer on the SET team, you’ll play both a strategic and hands‑on role — shaping how we think about customer experience upstream while building the solutions that make it real. Your work directly influences which problems we solve, how we solve them, and how we measure success.

• Partner with Parallel Software Development Teams on cross‑functional deflection initiatives, identifying high‑impact opportunities and designing solutions that address the root causes of customer contacts.
• Work alongside Salesforce developers on platform strategy and delivery, contributing to the technical direction of our support tooling and how it evolves over time.
• Interface with product‑area subject‑matter experts who bring deep domain knowledge, leveraging their operational insights and automation expertise to prioritize and inform the upstream solutions you build.
• Coordinate with the Tools & Scripts team, which drives foundational platform enhancements that scale automation across the organization, ensuring your upstream work integrates with the broader ecosystem.

Our team builds and operates the tools, platforms, and self‑service experiences that empower AWS customers to resolve issues independently — while deflecting and eliminating manual work from support engineering teams. We design and deliver delightful customer…