Returning Candidate?

AWS Kumo System Engineering Manager

AWS Kumo System Engineering Manager

Job ID 
Amazon Web Services, Inc.
Recruiting Team 

Job Description

Who We Are has been rated one of the most admired company in the US, #1 in Innovation and # 1 in Customer Service. Additionally, Amazon’s technology business has a history and growing tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS), you have the opportunity to help individuals and businesses take their computing infrastructure and applications into the Cloud. AWS has gained a reputation for innovation with a fast pace release cycle delivering hundreds of features a year, and AWS Support is one of the largest and fastest growing AWS business units.

Don’t be confused by the name. We are a highly technical, innovative organization revolutionizing the way customers engage and seek help from AWS. Our customers include very large Enterprises (e.g. NASDAQ, Adobe, Kellogg's, Unilever); Public Sector (e.g. NASA JPL, Stanford) as well as fast growing businesses and internet companies (e.g. Netflix, Airbnb). We will redefine the word “support” and lead the industry with best in class technology. The AWS Support organization is global with team members in 20 locations around the world. The organization is a self-standing business with revenue and P&L responsibility.

Who We Need

We are looking for a smart, enthusiastic, and creative owner with a solid background in solving hard problems that span the software development, systems engineering and systems security disciplines. As the manager of the a systems engineering team, you will be charged with adapting, scaling and operating all of the software use to run the AWS support business. In addition to setting the technical direction for the team you will be a mentor and coach for a team of highly motivated and talented systems developers and systems engineers helping to grow their careers along with your business.

Diving deeper into the role, on a day to day basis you will be working with the owners of services like Trusted Advisor and Support Center to adapt their software to the unique challenge of operation in isolation. Leading the development of software to enable the team to scale as additional isolated regions are added. Establishing the contract by which the team works with the software development teams to ensure a seamless customer experience across regions. Finally and most important of all is developing the careers of the exceptionally talented engineers on the team.

If you share our obsession for customers and ensuring that AWS exceeds their expectation on every interaction. If you have a passion for leading the design decisions that making an organization as large as AWS support successful at scale. If you want to touch the lives of hundreds of thousands of support customers worldwide, shaping their personal experience with AWS. This is the job for you!

Basic Qualifications

  • Bachelor’s degree in Information Systems, Computer Science, or related field
  • 5+ years of relevant, engineering experience, and at least 2 years of people management experience
  • A bachelor's degree in Engineering, Computer Science or equivalent
  • Strong business and technical vision
  • Experience managing efforts in Unix/Linux environments, distributed systems and/or developing large scale web applications
  • Experience with current web technologies
  • Proven experience leading cross-organizational programs and ability to set and hold teams and individuals to timelines and deliverables with and without explicit authority
  • Proven experience working with senior leadership and experience defining and delivering on a product roadmap.
  • Excellent written and verbal communication skills
This position requires that applicant selected be a U.S. citizen and obtain and maintain a TS/SCI US Government clearance with polygraph. TS/SCI eligibility is not required to start; however, the applicant selected will be subject to a Single-Scope Background Investigation (SSBI) and must meet eligibility requirements for access to classified national security information. Applicants with a current SSBI, SBPR, or PPR, may be eligible for crossover in accordance with ICPG 704.4.

Preferred Qualifications

  • Experience working in a large volume customer support organization
  • Hands-on technical expertise with building operating high-performance software applications or large-scale data processing
  • A deep understanding of software development as part of a team and a track record of shipping software on time
  • Thorough understanding of software development lifecycle from conception to delivery
  • Exceptional customer relationship skills, including the ability to discover the true requirements underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutions
  • A proven track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
  • Able to show good judgment and instincts in decision making
  • Able to prioritize and perform in complex, fast-paced situations
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.