Support Engineer IV

AI in this role

What if every AWS builder could launch securely and stay secure without security findings ever interrupting their workflow? That is the problem our team is working to solve. We are part of AWS Proactive Security, and we own security outcomes for AWS-managed resources by orchestrating detection, prevention, and auto-remediation capabilities across all of our detective tooling.

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.

Why Amazon Security?
At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon’s products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

Inclusive Team Culture
In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.

Training & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, training, and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

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.

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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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

How we rate this

Support Engineer IV at Amazon rates 28 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.