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.
BASIC QUALIFICATIONS
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
- 3+ years of technical engineering experience
- Experience with operational parameters and troubleshooting for three (3) or more of the following: Compute, Storage, Networking, CDN, Databases, DevOps, Big Data & Analytics, Security, or Application Development in a distributed systems environment
- Demonstrated experience in a customer-facing environment as a technical lead or advisor
- Proven ability to drive discussions with senior technical and business stakeholders regarding incidents, trade-offs, and risk management
- Experience leading technical work across teams, such as incident response, migrations, or customer engagements
- Experience building with AI and AI agents in daily engineering work
PREFERRED QUALIFICATIONS
- Knowledge of operating systems, hardware, storage, network, security, database administration, and cloud infrastructure
- Experience with AWS services or other cloud offerings
- Understanding of the AWS Well-Architected Framework pillars and ability to apply them to customer architectures, implementations, and solutions
- Experience applying technical or operational expertise to identify, balance trade-offs, and solve difficult challenges
- Experience with scripting languages and coding skills in one (1) or more of the following: Python, Ruby, C/C++/C#, Node.js, Java, or PHP
- Knowledge of security technology and concepts (Authentication, Authorization, Single Sign-On, Cryptography, etc.)
- Experience in at least one of these technology areas: DevOps, Serverless, Software Development and Design, CI/CD, AI/ML, Storage, Networking, or Databases
- Experience with virtualization, orchestration, and cloud computing (e.g., Hypervisors, VMware, Xen)
- Experience with continuous integration and continuous delivery (CI/CD) pipelines
- AWS Certifications (e.g., Solutions Architect Professional, DevOps Engineer, or specialty certifications)
- Experience managing incidents for business-critical systems in a 24x7 environment, including leading post-incident reviews
- Experience working inside customer teams as a forward-deployed engineer, solutions engineer, or consultant
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TX, Dallas - 95,600.00 - 160,000.00 USD annually
USA, VA, Herndon - 95,600.00 - 160,000.00 USD annually
USA, WA, Seattle - 95,600.00 - 160,000.00 USD annually
