Support Engineering Manager, Frontier Platform Engineering Operations

Amazon.Com, Inc. Seattle , WA 98113

Posted 2 months ago


Job summary

Amazon Web Services (AWS) is the pioneer and recognized leader in cloud computing. We provide a platform for IT infrastructure in-the-cloud that is used by hundreds of thousands of developers and businesses around the world. Our customers range from start-ups to leading web companies to Global 2000 companies across industries. AWS's customers are looking for ways to improve their business models and solve complex customer challenges leveraging AWS's robust suite of solutions. With AWS Outposts, customers can run fully managed solutions delivering AWS infrastructure and services to virtually any on-premises or edge location for a truly consistent hybrid experience.

We are hiring a dedicated leader to manage our team of Support Engineers driving operational processes to support ongoing fleet health activities each day. We are seeking a passionate professional who is committed to tech leadership demonstrated through strategic vision, orchestrating tactical execution against said vision, and engineer career development. As a leader in EC2 Edge, you will own the entire hardware replacement workflow, including failure analysis and generating mitigation plans to improve the Edge fleet health globally. You will establish mechanisms for you and your team to perform against ambitious organizational benchmarks and drive the right outcomes for customers and Amazon. This will be a dynamic leadership position with a growing business unit that will require comfort with changing conditions and an ability to exude confidence in ambiguous situations by providing explicit direction to the team amidst competing priorities.

Key job responsibilities

Your role will require you to lead from the front by becoming a technical expert on all team workflows. You will be responsible for achieving organizational goals, defining priorities for ongoing operational work, coordinating partner team resources for driving ongoing automation initiatives, and most importantly mentoring and developing the engineers that report to you. As a manager of the team that will be running many of our most visible customer facing processes, you will be required to provide updates and reports to EC2 leadership and account management teams.

About the team

Our mission is "to support Frontier fleet health activities through new hardware installation orchestration, Field Replacement Unit (FRU) process ownership & orchestration; Outpost Rack (or server) decommissioning; and internal service test hardware ordering, delivery, and capacity management. The intent is to build processes and systems that scale ahead of business needs with a decreasing marginal operational overhead. Our objectives in 2022 are all about speed and information: we will focus on reducing process cycle time and increasing process transparency."


  • 5+ years of relevant work experience in Support Engineering leadership

  • Experience managing teams, building processes, and delivering complex programs

  • Experience working directly with customers to understand their issues and working through problems to address underlying root cause.


  • Exhibiting exceptional empathetic leadership

  • Passionate about mentorship and developing others

  • Excellent problem-solving skills

  • Experience communicating with technical and non-technical stakeholders across multiple business units

  • Experience with sprint planning and other engineering practices

  • Eager to learn in a fast paced environment

  • Self-driven leader, and a team player mentality

  • Proven ability to work effectively in a cross-functional team

  • Excellent written and oral communication skills

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit

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Support Engineering Manager, Frontier Platform Engineering Operations

Amazon.Com, Inc.