Senior Support Engineer, AWS Monetization

Job ID: 3059768 | Amazon Web Services Development Center Germany GmbH

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, 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 would identify and resolve root causes of billing issues, participate in support retrospectives, and work with system developers to improve billing operations.

Key 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 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 stakeholders

A day in the life
About AWS

We encourage candidates to apply even if you do not meet all of the preferred qualifications. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

BASIC QUALIFICATIONS

• This role requires you to be a national of an EU member state.
• 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

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.

m/w/d

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.

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