Software Development Manager - AWS Support Kumo

About the Role

Amazon is renowned for its leadership in customer service, innovation, and trust. AWS Support leads in delivering global technical support for customers building critical applications on AWS. As part of the AWS Support team, you will help a worldwide customer base leverage numerous AWS services to run their essential workloads.

We seek a technical leader to head teams within our Customer Interaction Management (CIM) organization. CIM is responsible for products that ensure constant customer support accessibility and the frontline teams delivering this support. These services must be scalable, highly available, and integrate with diverse frameworks to improve customer interaction. The ideal leader will evaluate and evolve our technology stack during the advancements in cloud and GenAI, creating inventive solutions for new challenges daily. The role demands someone experienced in operating large-scale production systems relied upon by hundreds of thousands of enterprise and business users.

Key Responsibilities

• Collaborate tightly with your product manager to shape and execute the product vision, aligning the team with vital objectives.
• Create and implement roadmaps and delivery plans, identifying dependencies and risks to maintain progress and manage stakeholder expectations.
• Lead the agile development process, tailoring it to support your team effectively.
• Oversee performance management and career development through regular mentorship and one-on-one interactions, fostering a high-performing team.
• Promote technical and operational excellence prioritizing security, availability, and use of AWS native technologies; guide your team on design best practices.
• Lead recruiting efforts, coordinating with recruiting teams to hire top talent and ensure comprehensive training for new employees.
• Serve as the primary contact for escalations and incident management related to case management services, driving improvements in tools and processes to accommodate AWS’s rapid growth.

About the Team

You will manage a team of highly skilled software engineers dedicated to delivering exceptional support products.

Required Qualifications

• At least 3 years managing engineering teams.
• Over 7 years in engineering roles.
• In-depth understanding of engineering practices across the full development lifecycle including coding standards, reviews, source control, build processes, testing, certification, and live operations.
• Experience collaborating with product or program management.
• Bachelor's degree in Computer Science, Electrical Engineering, Computer Engineering, or related field or equivalent experience.

Preferred Qualifications

• Proven communication skills with users, technical teams, and senior leadership to collect requirements, explain product features and technical designs, and shape product strategy.
• Experience hiring, mentoring, and managing software engineering teams to improve capabilities and productivity.
• Master’s degree in Computer Science, Engineering, Mathematics, or equivalent.
• Experience delivering products in a fast-paced, multi-disciplinary, and distributed environment with sometimes ambiguous requirements.

Diversity and Inclusion

Amazon embraces equal opportunity and values passion for discovery, invention, simplification, and construction. We encourage applicants from all backgrounds irrespective of age, gender, disability, sexual orientation, race, religion, or belief. We strongly support diversity and aim to enhance employment equity, especially welcoming candidates from designated groups.

Employment eligibility verification is required, including identity and work permit documentation as applicable.

Our inclusive culture fosters excellent results for customers. Assistance is available for applicants with disabilities during hiring and onboarding.