Senior Support Engineer, AWS Monetization
Job ID: | Amazon Web Services Development Center Germany GmbH
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The L6 Support Engineer will establish the monthly billing process, lead process documentation, create support runbooks, establish 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 will 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.
Key job responsibilities
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 ensure successful execution in an interdisciplinary environment, partnering with business leaders and team members, including Account Managers, Technology partners, and Service teams, to deliver on billing objectives of timeliness and accuracy.
Support recurring and ad-hoc reporting for various internal/external stakeholders.
About the team
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 operations.
Preferred Qualifications
Master's degree or equivalent.
Program Management experience.
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