Support Engineer II, AWS Support Engineering

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset. As a Unified Operations Engineer, you will serve as a senior technical expert and principal customer advisor across the full breadth of AWS services. This role combines expert-level technical troubleshooting with strategic customer engagement — you will lead resolution of complex, multi-service issues while serving as the "voice of the customer," crafting and executing strategies that drive adoption, operational excellence, and business value for your customers. You will leverage deep expertise across cloud technologies to help customers succeed at scale. You will act as a Cloud Ambassador across AWS products, providing customers with strategic technical guidance, advocacy, and best-practice solutions to keep their AWS environments operationally healthy and resilient. Key job responsibilities Lead resolution of critical, highly complex customer problems that may span multiple AWS services, applying expert-level troubleshooting techniques to provide tailored solutions, and diving deep into root cause analysis. Serve as the principal technical advisor for customers, proactively crafting and executing strategies to drive AWS adoption and use of services including EC2, S3, DynamoDB, RDS, Lambda, CloudFront CDN, IoT, and many more. Effectively represent AWS within customer environments, driving discussions with senior leadership regarding incidents, architectural trade-offs, support strategies, and risk management. Provide advocacy and strategic technical guidance to help plan and build solutions using best practices and proactively keep customers’ AWS environments operationally healthy and resilient. Leverage customer relationships to understand business/operational needs and technical challenges, helping customers achieve the greatest value from AWS. Provide feedback to internal AWS teams on how to improve services and identify patterns across your customer portfolio to proactively prevent issues. Drive initiatives that improve support-related processes and customer experience, including tutorials, how-to videos, technical articles, and trainings. Collaborate with internal engineering and service teams to see complex issues through to resolution. Continuously develop technical skills across groundbreaking cloud technologies and professional competencies. Act as interviewer in hiring processes and coach/mentor team members across both technical and customer-facing disciplines. Act as the senior technical escalation point in your domain for complex, large-scale issues affecting customers’ production systems. Lead cross-team technical efforts for customers, coordinating across multiple AWS service teams to deliver unified solutions. Help customers test their response plans through game days and disaster recovery exercises. Design tools, patterns, and review methods that other engineers adopt beyond your own customers. A day in the life Your day will blend expert technical problem-solving with strategic customer advisory. You may start the morning leading resolution of a critical multi-service incident, coordinating across engineering and service teams to drive root cause analysis and deliver a tailored solution. Later, you could be conducting a proactive operational health review for a customer, applying the AWS Well-Architected Framework to identify risks and recommend improvements. You will drive discussions with senior customer leadership on trade-offs, support strategies, and long-term cloud roadmaps — all while developing content and mentoring team members that elevate the broader organization. About the team AWS Support is a customer-facing global organization that provides technical support and strategic guidance to customers worldwide. As a member of this team, you will be at the forefront of transformational cloud technology, operating on a follow-the-sun model. You will support a global list of companies and developers — from innovative startups to Fortune 500 enterprises — helping them leverage a growing set of AWS services and features to run their mission-critical applications. Amazon values diverse experiences. Even if you do not meet all 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. 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. We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. 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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness. We’re continuously raising our performance bar as we strive to become Earth’s Best E