Support Engineer, Secure Tool Foundations

The team supports customers across a wide variety of technologies and platforms. As part of the team, you will play an instrumental role in solving customer‑impacting issues and enhancing the quality of our platform. The team is looking for a Support Engineer who is passionate about improving the customer experience and solving problems in a technical way. The candidate should thrive in a fast‑paced environment driven by innovation.

This role requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. The candidate must be comfortable working across multiple teams to resolve customer‑impacting issues and possess the ability to facilitate discussions to troubleshoot issues, remove barriers, drive root‑cause resolution and follow all possible avenues to get customer issues resolved.

They will work closely with engineering teams to not only address customer issues but also drive solutions to create automation tools to accelerate troubleshooting and improve overall efficiency.

• Evaluate, diagnose, troubleshoot and drive resolution of all systemic customer issues
• Provide visibility into problem themes, and drive accountability and action for constant improvement of the customer experience
• Interface with operations and business partners to determine root cause
• Develop SOPs and automated tools (applications, improvements and scripts) to eliminate regressions and improve quality and efficiency
• Collaborate cross‑functionally across other support and engineering teams to resolve issues and implement troubleshooting best‑practices and tools
• Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices

You’ll start your day reviewing your assigned support queue, analyzing and prioritizing new and ongoing issues, driving resolution on 3‑5 technical issues daily. You’ll monitor the communication with customers in the internal channels and make sure that customers are heard.

You will work closely with engineering teams to diagnose, troubleshoot and drive tickets to resolution, as well as, understand the current status of fixes in order to provide timely and accurate updates to our customers.

Approximately 1–2 hours each day will be spent focusing on project work. This may include developing automation tools to accelerate troubleshooting and operational tasks, refining Standard Operating Procedures (SOPs), or collaborating with partner teams to enhance the overall support workflow. By the end of the day, you’ve not only resolved a few customer issues, but also helped enhance the team's effectiveness by improving our tools and overall efficiency.

The Account Management Control Plane (AMCP) team supports internal teams with APIs for all things account management. We own the largest platform for management of AWS Accounts and are responsible for ensuring these systems are working at all times.

Amazon Security values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon’s products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.