Support Engineer IV, AWS Managed Operations

Would you enjoy diving deep into, operating, and improving some of the largest software systems humanity has ever built? Do the challenges that come of driving technical, business, and cultural change to improve the reliability, performance, and efficiency excite you?

The AWS Managed Operations (MO) organization was founded in April 2023, with the objective to reduce operational load and toil through long-term engineering projects. MO is building the best-in-class engineering and operations team that will own the day-to-day operations for AWS Regions; improving the availability, reliability, latency, performance and efficiency to operate AWS regions.

The AWSOM team is actively seeking experienced Support Engineers with a strong background in cloud operations. As part of the AWS Managed Operations team, you will play a pivotal role in building and leading operations and development teams dedicated to delivering high-availability AWS services for AWS Utility Computing (UC) customers.

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Key job responsibilities
- Diagnose and resolve complex technical issues across AWS infrastructure with precision and efficiency
- Design and implement automation solutions to streamline operational processes
- Mentor and support junior engineers, fostering a culture of continuous learning and knowledge sharing
- Develop and refine documentation, tools, and best practices to enhance team performance
- Collaborate across teams to drive systemic improvements in cloud service reliability and performance

A day in the life
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.

Utility Computing (UC)

AWS Utility Computing (UC) provides product innovations — from foundational services such as Amazon's Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2), to consistently released new product innovations that continue to set AWS's services and features apart in the industry. As a member of the UC organization, you'll support the development and management of Compute, Database, Storage, Internet of Things (IoT), Platform, and Productivity Apps services in AWS, including support for customers who require specialized security solutions for their cloud services.

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 AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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.

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.

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.

About the team
AWS Operations Management (AWSOM) team's mission is to launch a new offering that will drive security, availability, performance and efficiency improvements to operate AWS Regions globally. We relentlessly remove operational toil through automation to run day-to-day operations at scale. We increase collaboration, bridge development and operations while prioritizing the needs of our customers.

We are a passionate group of engineers dedicated to reducing operational complexity and driving technological excellence. Our team is committed to creating scalable, efficient solutions that transform how cloud services are managed and delivered. We believe in empowering our engineers to think creatively, collaborate openly, and make meaningful impacts.

Basic Qualifications:
- 4+ years of technical support, or 3+ years of software development experience
- 2+ years of technical support experience
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- 1+ years experience with a scripting language: Perl, Python, Ruby, PowerShell or similar languages

Preferred Qualifications:
- Bachelor's degree in Computer Science, Computer Engineering, Information Management, Information Systems, or other related discipline
- 3+ years of networking and troubleshooting experience
- 2+ years of work supporting procedures and methodologies for production computing environments experience
- Experience with automation or working with scripting languages like Python, Java, Perl, PHP, Ruby, Bash, Shell, or equivalent
- 6+ years experience with cloud computing technologies

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

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