Customer Success Engineer, Data Center Learning

About AWS Infrastructure Services

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. We are responsible for keeping the cloud running, supporting all AWS data centers, and the servers, storage, networking, power, and cooling equipment that ensure continual access to innovation for our customers. We tackle challenging problems with numerous variables impacting the supply chain and seek talented individuals to contribute to our mission.

You will join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, and operations managers. Collaboration across AWS is key to delivering the highest standards for safety and security, providing seemingly infinite capacity at the lowest possible cost. We foster an inclusive culture that welcomes bold ideas and empowers individuals to own them to completion.

The Role: Customer Success Engineer, Data Center Learning

Reporting to the Manager of Customer Success for APMEA and EURI, the Customer Success Engineer (CSE) helps clusters become and remain self-sufficient in executing their own training programs, including planning and conducting training activities. CSEs collaborate with Training Coordinators on the Data Center Learning team, as well as managers and administrators in their clusters, to ensure training is properly planned, assigned, and scheduled. CSEs facilitate the Train-the-Trainer program in their clusters to ensure each has the right number and type of Certified Instructors to conduct local training.

As a CSE, you will track key metrics for your clusters, ensure data accuracy, and assist in reporting these metrics. Within Data Center Learning, you are the owner of training metrics for your assigned clusters. Each CSE acts as both the front-line, day-to-day face of Data Center Learning in their clusters and the front-line voice of the customer, representing their needs across the Data Center Learning organization.

Key Job Responsibilities

• Manage projects and deliver critical solutions, improvements, and mechanisms, working independently across teams.
• Engage with customers to identify growth hindrances, develop solutions, and test before scaling for broader benefit.
• Organize, understand, and share customer feedback to ensure Data Center Learning decisions incorporate the voice of the customer.
• Understand customer sentiment regarding Data Center Learning products and services.
• Transform raw thoughts into clear, consistent, and accurate documentation and/or direction.
• Own training strategies, training plans, and project status communication.
• Build constructive working relationships with customers, stakeholders, managers, and peers, resolving discordant views through constructive dialogue.
• Support new cluster launches by engaging with cluster leadership early to help them build their training program.
• Collect data across multiple initiatives, ensure data accuracy, and communicate actionable insights.
• Audit cluster training plans and completion metrics to identify areas for support or intervention.
• Manage the rollout, maintenance, and auditing of the Train-the-Trainer program in your clusters to ensure adequate Certified Instructors.
• Be highly skilled in Data Center Learning’s learning management systems (LMS), KNet & Learn.
• Able to create and close sessions, identify missed automated assignments, deep dive root causes, and escalate issues for resolution to minimize broader impact.

About The Team & AWS Culture

Amazon values diverse experiences, and we encourage candidates to apply even if they don't meet all preferred qualifications. We embrace non-traditional career paths and alternative experiences.

AWS is the world’s most comprehensive and broadly adopted cloud platform, trusted by startups to Global 500 companies. We prioritize work-life harmony, striving for flexibility so success at work doesn't compromise home life.

Our inclusive team culture values curiosity and connection, fostered by employee-led affinity groups and company-sponsored events. Continuous innovation is fueled by bold ideas, fresh perspectives, and passionate voices. We are committed to raising our performance bar as Earth’s Best Employer, offering endless knowledge-sharing, mentorship, and career-advancing resources.

Basic Qualifications

• Bachelor's degree in electrical or mechanical engineering, engineering technology, or equivalent.
• Experience developing and implementing training programs.
• Experience in data center engineering or operations.
• Experience giving skills and communicating complex concepts clearly and effectively to diverse audiences across different functions.

Preferred Qualifications

• Bachelor's degree or equivalent in Instructional Design, Adult Learning, Learning Design Principles, Learning Science, Educational Psychology, or a related field.
• Experience with analytical tools and ability to dive deep into metrics and reporting.
• Experience with educational technology, learning platforms, and developing talent pipelines and career pathways.
• Basic knowledge of Data Center Learning’s learning management systems (LMS) & Learn.
• Fluent Mandarin required to support engagement with Mandarin-speaking stakeholders.

Key skills/competency

• Data Center Operations
• Customer Success
• Training Program Development
• Learning Management Systems (LMS)
• Project Management
• Data Analysis & Reporting
• Stakeholder Management
• Technical Communication
• Adult Learning Principles
• Cloud Infrastructure