Support Engineer - AWS Marketplace

Job ID: 1494016 | Amazon Dev Centre South Africa


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.

Work/Life Balance
Our team is focused on balancing life with work, and does this via work autonomy and by prioritizing solutions and processes that enable us to scale faster than the business. Our team is based in Cape Town and Seattle; this structure allows us to accommodate different times zones and not work after-hours. Under normal circumstances, we mostly work from the office but are very flexible if you need to work from home occasionally. As a precautionary measure, due to COVID-19, this role will be temporarily remote until the end of June, 2021.

Mentorship & Career Growth
We are committed to supporting new team members by promoting a culture of belonging and caring for one another. We focus on knowledge sharing, exposure to diverse experiences and mentorship to accelerate and support career development of our support engineers.

On-Call Responsibility
We have a shift rotation between Seattle 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.

Inclusive Team Culture
Working with a team that welcomes, celebrates, and leverages a diverse set of backgrounds and skillsets to deliver results is exciting. Collaborating with others in the organization is key to our long term success and is what helps frame our inclusive culture.

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 the our operations and quality of service to our customers.


· 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 Admintrator)
· Experience with Linux or Windows system administration
· Experience with networking, virtualization and Cloud Computing concepts


· 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

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 updated curriculum vitae.