We are looking for a Support Engineer V to be the operational backbone of this portfolio. You will lead support across our detection services, set the standard for how we run operations, and build the mechanisms that let a small team support a large and growing surface area. You will work directly with builder teams, triage and resolve issues, analyze operational data, and turn recurring pain into durable automated solutions. You will also define how we measure operational support and use those metrics to drive decisions with engineering leaders. If you are someone who codes, automates, and is energized by using AI to scale support beyond what headcount alone can cover, we want to talk to you.
Key job responsibilities
- Own operational support for AWS detective tooling: intake, triage, and drive issues to resolution or the right escalation path, keeping builders unblocked and secure.
- Partner with builder teams as the primary support interface, translating operational signal into actionable engineering work and contributing to design reviews for new detections and tools to ensure supportability and operational readiness.
- Define, build, and own operational support metrics and reporting; use trend analysis and gap identification to prioritize improvements and communicate outcomes to leadership.
- Write scripts and tooling, and apply generative AI, to automate repetitive support work, accelerate investigations, and scale support coverage across a growing detection portfolio.
- Lead support retrospectives, author Correction of Error documents, and drive resulting actions to long-term resolution while mentoring team members and contributing to hiring efforts.
- Build repeatable mechanisms and force multipliers (runbooks, self-service tooling, automation) that reduce toil and develop the capabilities of the broader team.
A day in the life
You might start your morning triaging an escalation alongside multiple engineering teams to isolate a root cause and restore a detection service. By midday, you could be reviewing an architecture proposal for a new auto-remediation capability, providing feedback on operational readiness before launch. In the afternoon, you may lead a retrospective on a recent incident, then shift to refining an automation workflow that reduces manual toil for the team. Throughout it all, you are coaching peers, sharing knowledge, and shaping the operational standards others follow.
About the team
We sit within AWS Proactive Security and own security outcomes at scale for all of AWS. Our mission is to eliminate entire classes of security vulnerabilities by orchestrating detection, prevention, and auto-remediation across our detective tooling. We partner closely with builder teams across AWS to ensure they launch securely and remain secure post-launch with minimal interruption. We are a collaborative, technically curious group that values continuous learning and operational rigor, and we are looking for a technical leader who wants to help define our roadmap and raise the bar for how we support security at AWS scale.
Diverse Experiences
Amazon Security values diverse experiences. Even if you do not meet all of the 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.
BASIC QUALIFICATIONS
- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience collecting, analyzing, and utilizing data to drive process and system improvements
- Ability to deconstruct complex, ambiguous problems into simple, actionable work that can be parallelized across engineers.
- Experience defining and owning operational support metrics (e.g., ticket volume, resolution time, SLA attainment) and using them to drive prioritization.
PREFERRED QUALIFICATIONS
- Experience building scalable programs and repeatable scalable processes, levering various tools and methods to create scale and efficiency
- Experience applying AI / large language models to scale support: automating triage, accelerating investigations, or building AI-assisted tooling and analysis.
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, VA, Arlington - 90,400.00 - 158,200.00 USD annually
