Support Engineering Manager, Just Walk Out Tech

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no‑brainers to buy and easy to use.

We are seeking a Support Engineering Manager to lead a team of talented support engineers in supporting, building and maintaining the technology that drives Amazon Just Walk Out Stores! You will be challenged to invent, create and solve challenging problems and mitigate risk, always ensuring a Customer Obsessed experience has occurred. Your team will be working on hardware, software, and network infrastructure with a direct impact on the customer experience. Responsibilities include direct management of support engineers, process and operational improvements, project management, coordination of resources across teams and acting as an escalation point for both internal and external customers.

Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of developing engineers and teams that deliver results. You will be part of the operations engineering leadership team and interact with hardware, software, and infrastructure engineering teams to raise the bar for Security, Automation, DevOps patterns, and operational excellence.

We are looking for a motivated leader to inspire our teams and deliver results to our customers. You will lead your teams to deliver consistent, well‑defined results in an agile systems development workflow. To succeed in this role, you should be incredibly customer focused and a strong command of one or more programming languages. You must enjoy collaborating with teams across the company and take pleasure from delighting customers.

If this sounds like a fit, we would love to speak with you.

Key job responsibilities

1. Lead automation efforts for a team advancing a service ownership culture.
2. Embrace the AWS ecosystem and drive innovation on top of it.
3. Instill a culture that drives DevOps, hold a high‑quality bar with code reviews, drive automation efforts to empower, and remove barriers for your team.
4. Maintain current technical knowledge to support rapidly changing technology, always looking out for new technologies and working with management and development teams to bring new technologies.
5. Provide detailed reviews of in‑store technology disruptions, metrics and detailed planning.
6. Complete analysis and present periodic reviews of operational performance.

Basic Qualifications

• 5+ years of people management experience
• Experience communicating technical details verbally and in writing
• Experience in software development, or experience with automation and any version control tools and experience in technical support
• Bachelor’s degree in science, technology, engineering, math, business or equivalent
• Higher education preferred with 10+ years leading systems, networking, and support development efforts.

Preferred Qualifications

• Experience managing multiple concurrent programs, projects and development teams in an Agile environment
• Experience in specific technology domain areas like software development, cloud computing, systems engineering, infrastructure, security, networking, data and analytics
• Experience in a fast‑paced, high‑tech company, or experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines.

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