Solutions Architect, Bedrock Customer Success - AWS Mantle

We are looking for a Solutions Architect to join the AWS Bedrock Customer Success Engineering Escalations and Engagements Team (CSET-ENE). This is a customer-facing role, and our engagements often occur at the most difficult points in a customer’s journey with our services.

As a Solutions Architect on the team you will own technical investigations end to end for the engagements assigned to you: understanding what the customer experienced, determining root cause, explaining service behavior, and helping rebuild customer confidence after an event. The business objective and the priority will usually be clear - “this customer cannot get the throughput they provisioned,” “these inference requests are failing and we don’t know why.” The technical solution design and the path to the answer will not be. You figure that out, and you know when a problem has grown complex enough that a Senior or Principal SA should be pulled in.

You will communicate clearly, concisely, accurately, and in a timely manner. You will write Root Cause Analyses and customer messaging to a publishable bar, run technical meetings with customers and with internal teams, and consult on current and planned customer architectures. Because CSET engages closely with customers during vulnerable periods in their use of our services, this role requires emotional intelligence and judgment about how much detail an audience needs.

You will also build. On this team, an SA’s leverage is expressed in the internal software they write - investigation tooling, knowledge pipelines, automation that turns one engineer’s expertise into the team’s baseline. You own components and tools end to end, and you contribute into the platforms senior members of the team own. This is a first-class part of the job, not a side activity.

Key job responsibilities Customer engagements & escalations

• Own technical investigations for assigned escalations and engagements: gather evidence, form and test a hypothesis, and drive to a defensible root cause rather than a plausible story.
• Reproduce customer issues to validate root cause and mitigation.
• Take a well-formed problem statement to the service team - with the data that supports it - and follow it through to a fix or a documented decision.
• Support high-stakes engagements led by senior members of the team, and escalate proactively when risk, ambiguity, or customer sentiment exceeds your level.
• Resolve the root cause of difficult problems, whether the problem is the customer’s or ours.

Architecture & enablement

• Advise customers on current and planned architectures, best practices, and work-arounds to known issues, applying the trade-off reasoning behind each recommendation rather than reciting guidance.
• Reduce customer cases by owning the development, delivery, review, and maintenance of technical content: knowledge articles, best-practice guides, runbooks, demos, and documentation corrections.
• Feed every engagement back into the team’s knowledge base so the next investigator does not start from zero.

Communication

• Author RCAs and customer wording that stand up to review with minimal rework, and apply the team’s approved wording and terminology standards.
• Run effective meetings internally and with customers, express a clear technical opinion, and build agreement on a way forward.
• Convey difficult technical topics - verbally, in writing, and by diagram - to both technical and non-technical audiences.
• Contribute to team narratives and post-event reviews.

Building & mechanisms

• Design, write, ship, and operate internal tooling in the team’s languages (primarily Python; Rust and TypeScript in the Bedrock codebases we own).
• Build for reuse: installable, documented, and tested, so the tool runs without you in the room.
• Apply secure-by-default practices without being asked - provider-based credentials rather than hardcoded ones, least-privilege access, and careful handling of customer data.
• Codify what you learn: investigation patterns, lessons, and validators the whole team and our agents run.
• Improve team process efficiency, and contribute to cross-team process improvements.

Team

• Participate in interviews and help recruit for the team.
• Mentor newer teammates and share what you learn from engagements.

2+ years of design, implementation, or consulting in applications and infrastructures experience

• 4+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
• 10+ years of IT development or implementation/consulting in the software or Internet industries experience, Experience working within software development or Internet-related industries
• Experience migrating or transforming legacy customer solutions to the cloud
• Experience working with AWS technologies from a dev/ops perspective

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, WA, Seattle - 131,300.00 - 177,600.00 USD annually