Senior Support Engineer, AWS Monetization

AWS has the most services and more features within those services, than any other cloud provider–from infrastructure technologies like compute, storage, and databases–to emerging technologies, such as machine learning and artificial intelligence, data lakes and analytics, and Internet of Things. Whether its Identity features such as access management and sign on, cryptography, console, builder & developer tools, and even projects like automating all of our contractual billing systems, AWS Platform is always innovating with the customer in mind. The AWS Platform team sustains over 750 million transactions per second.Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work.We have a formal mentor search application that lets you find a mentor that works best for you based on location, job family, job level etc. Your manager can also help you find a mentor or two, because two is better than one. In addition to formal mentors, we work and train together so that we are always learning from one another, and we celebrate and support the career progression of our team members.Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.The L6 Support Engineer will establish the monthly billing process, lead process documentation, create support runbooks, establishes operational metrics, and manage account growth. The engineer will collaborate with engineering teams to implement AI-driven support solutions. This option creates a dedicated support team but limits the automation development capacity. The core deliverables for this role would include the monthly manual discounting processes, invoice consolidation, and Request for Payment (RFP) generation, and Audit processes. The role requires working within EU data sovereignty requirements while managing customer cases, documenting solutions, and maintaining billing support procedures. They would identify and resolve root causes of billing issues, participate in support retrospectives, and work with system developers to improve billing operations. An effective candidate will be a creative problem solver, committed to the team, and able to work around obstacles. The engineer will support customer inquiries and contribute toward immediate resolution as well as longer-term solutions. This team member will have an opportunity to innovate through process improvement and participate in cross-functional team initiatives.•Work with AWS customers to address billing issues and gather valuable feedback• Support monthly billing processes between multiple external and internal AWS teams by auditing billing data, providing data management, and discount calculations• Proactively identify and implement operational improvements, enhancements, and system customizations that meet business requirements• Actively seek solutions to business/customer needs and suggest innovative solutions on behalf of the customer experience• Support projects and ensures successful execution in an interdisciplinary environment, partners with business leaders and team members, including Account Managers, Technology partners and Service teams, etc., to deliver on billing objectives of timeliness and accuracy.• Support recurring and ad hoc reporting for various internal/external stakeholdersAbout AWSDiverse ExperiencesAWS values diverse experiences. Even if you do not meet all of the preferred 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 AWS?Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.Inclusive Team CultureAWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.Mentorship & Career GrowthWe’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life BalanceWe value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve. Key job responsibilities• Work with AWS customers to address billing issues and gather valuable feedback• Work with AWS customers to address billing issues and gather valuable feedback• Support monthly billing processes between multiple external and internal AWS teams by auditing billing data, providing data management, and discount calculations• Proactively identify and implement operational improvements, enhancements, and system customizations that meet business requirements• Actively seek solutions to business/customer needs and suggest innovative solutions on behalf of the customer experience• Support projects and ensures successful execution in an interdisciplinary environment, partners with business leaders and team members, including Account Managers, Technology partners and Service teams, etc., to deliver on billing objectives of timeliness and accuracy.• Support recurring and ad hoc reporting for various internal/external stakeholdersAbout the teamUtility Computing (UC) AWS Utility Computing (UC) provides product innovations — from foundational services such as Amazon’s Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2), to consistently released new product innovations that continue to set AWS’s services and features apart in the industry. As a member of the UC organization, you’ll support the development and management of Compute, Database, Storage, Internet of Things (Iot), Platform, and Productivity Apps services in AWS, including support for customers who require specialized security solutions for their cloud services.BASIC QUALIFICATIONS- Bachelor's degree or equivalent- Experience using Microsoft Excel to manipulate and analyze data- Working knowledge of SQL- 8+ years of relevant work experience in sales operationsPREFERRED QUALIFICATIONS- Master's degree or equivalent- Program Management experience