Support Engineer, AWS Marketplace

2 months ago

Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

- 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

Are you interested in joining a rapidly growing team who are actively engaged in bolstering the AWS Marketplace Seller experience and innovating at the cutting-edge of software technology? Are you ready for an opportunity to unleash your creativity, engage in challenging problem-solving and drive change? Come join the AWS Marketplace Team as we reshape the way enterprise software is bought and sold

AWS Marketplace enables Sellers 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 pointing out problems and leading improvements when opportunities arise to innovate and drive solutions that delight our customers.

We are looking for a customer-centric Support Engineer to join the AWS Marketplace Managed Catalog Operations (MCO) team. The MCO team owns operational interaction with 3rd party software providers and is responsible for building and owning relationships with sellers, providers, peer teams and Amazon stakeholders. We manage the content acquisition from providers and drive end-to-end management of content ingestion within Amazon systems including product ingestion, onboarding, coordinating, troubleshooting, technical support and quality.

Sales, Marketing and Global Services (SMGS)
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Key job responsibilities

As a Support engineer on our team, you’ll be responsible for:

- Product ingestion, seller onboarding, coordinating, troubleshooting, and providing quality technical support to Sellers and teams across AWS Marketplace.
- You will dive deep into technical details, diagnose and reproduce issues with Amazon technology products, guide customers and share best practices. Support Engineers on our team consistently strive to improve seller experience by delivering quality technical support and driving process improvement.
- You will build collaborative relationship with sellers, engineering, program and product managers to support new product feature launches, new projects and events like Re: Invent. - You will use raw data to create compelling and actionable insights to improve our operations and quality of service to our customer.
- We have a shift rotation between Seattle, Herndon and Cape Town. On-call is responsible for 12 hour rotation from Monday to Sunday during daylight hours. We rotate our on-call responsibilities within the team which means you will be on-call at least once a quarter.

About the team
Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred 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.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and Amaze Con (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

- Experience analyzing complex data, identifying problems and implementing solutions, working knowledge of AWS products and technologies (EC2, S3, Lambda, Docker, etc.)
- Demonstrated time-management proficiency for dynamic prioritization and decision-making to deliver results in a fast-paced, data driven environment.
- Effective written and verbal communication for explaining complex concepts to technical and non-technical audiences.
- Working knowledge of shell/bash/Python, one or more cloud certification(s) (AWS or Linux)

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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