Current Vacancies at Amazon Web Services

DESCRIPTION

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.
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• 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.

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 customers.

BASIC QUALIFICATIONS

•  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

PREFERRED QUALIFICATIONS

•  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
• - AWS Certifications

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What can you expect from the role?

• As a Telecom Support Specialist, you will be responsible for managing porting, phone numbers, and SMS registration for AWS services (Amazon Connect, Chime, Pinpoint, etc). Tasks will include processing port ins and port outs phone numbers, registering and configuring SMS services, procurement of new customer phone numbers, number migrations, audits and special projects. Your peers will be systems, network and software engineers working to make the AWS telephony platform more capable, scalable, reliable and efficient. This role does require the ability to work weekends.

Key job responsibilities

• Work closely with product management and telephony providers to fully understand the US and international porting and number management process.
• Provide order management for local, off net and toll-free numbers through various interfaces and 3rd party platforms with a high level of accuracy and quality.
• Support SMS registration and configuration.
• Provide constant, professional communication of information to customers, vendors, and internal team members via email, phone, chat, and customer user interface.
• Perform follow up actions as necessary for incomplete orders and/or rejected orders - whilst keeping AWS support cases up to date with all timelines.
• Obtain a Letters of Agency (LOA) from the customer to request Customer Service Records (CSRs) from incumbent LEC.
• Collaborate with team members to improve the overall porting and number ordering experience for customers.
• Assist internal teams in identifying and scoping long term product automation solutions.
• Cultivate relationships with external carriers to facilitate faster problem resolution.
• Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS.
• Assuming responsibility for developing detailed knowledge about AWS specific product and features

BASIC QUALIFICATIONS

• Proven success in a fast-paced support environment
• Professional oral and written communication skills
• 2+ years of experience working in the Telecom/Contact Center industry.
• 1+ year of working knowledge of the Telecom industry with strong understanding of LNP processes
• Proficiency in MS Office
• Ability to learn new technologies and stay current with related field information
• Ability to work weekends

PREFERRED QUALIFICATIONS

• Experience in Technical Support
• Bachelor degree in a technical related field