Support Engineer I-Ext, Marketplace Variable at Amazon

DESCRIPTION

The Support Engineer role works with external Marketplace sellers and partners to drive adoption of AWS Marketplace’s strategic Private Offers program. This role combines operations, program management, and business development to build programs and processes that scale. They will drive operational improvements to add value, eliminate waste, and improve the customer experience. They will work with internal stakeholders to improve the Private Offers program, including collaborating with technical teams to deliver new features to AWS customers, and build new programs or expand on existing ones that deliver high value.

The role requires a strong communicator who can learn concepts quickly, and apply them to problem solve and come up with creative solutions. The ideal candidate has strong attention to detail, can execute well to deliver results, interact with external customers to resolve escalated issues, strong customer obsession, high level of ownership, and a drive to improve current processes.

Key job responsibilities

• Perform the seller and customer escalation and support process.
• Build or contribute to the creation of new processes.
• Build and maintain program-related content and collateral.
• Perform quality control functions to ensure high quality output.
• Collaborate with internal stakeholders to maintain successful operations, including Leadership, Business Development, Finance, Legal, Sales, Business Intelligence, Product, Engineering, etc.

A day in the life

• We are looking for a customer-centric contributor who enjoys building new processes and improving existing ones. The right candidate thrives in an environment where they need to balance daily operational objectives with contributions to long-term business objectives. Providing world-class support to Partners will help you to identify ways our team and business can improve. You will be expected to take those insights and partner with the team and other internal stakeholders (Product, Sales, Business Development, Engineering, Business Intelligence) to drive improvements to the AWS Marketplace Private Offers experience

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent work experience.
• 2+ years of program or operations experience, preferably within sales, business development, or technical organizations.
• 2+ years of experience providing customer support and troubleshooting technical issues.

PREFERRED QUALIFICATIONS

• Experience building new programs and initiatives for scale.
• Experience working with Product Management and Engineering teams to deliver new technical features of a Product.
• Experience with Lean/Six Sigma methodology