Product Manager - Technical, AWS Support and Operations
Amazon Web Services (AWS) · New York, NY
- On site
- Full-time
- $167,250 / year
- New York, NY
Job highlights
- Own AWS Support product strategy and vision.
- Drive innovation in cloud support experiences.
- Leverage data for personalization and root cause analysis.
- Collaborate with engineering and product leaders.
- Define and deliver large-scale SaaS/PaaS/IaaS products.
About the role
About the Role
At AWS, Support is more than just troubleshooting; we innovate for customer success in the cloud. This includes proactive AI modernization assistance, personalized infrastructure optimization recommendations, and large-scale incident response. We are seeking an experienced Senior Product Manager to own innovative new products that maximize customer value from AWS. This role is ideal for someone passionate about building massive-scale products that drive outcomes for major global institutions and critical systems.
Product Strategy and Vision
As a Product Manager, you will be a key member of the leadership team, shaping the overall AWS Support product strategy and vision. A primary focus will be leveraging AWS data to enhance customer personalization and accelerate issue root cause analysis. You will collaborate closely with Engineering and Product leaders across various charters to accelerate progress, foster innovation, and increase customer impact. Your responsibilities will include feature definition, roadmap prioritization, positioning, naming, go-to-market strategies, usage growth, and financial metrics. Operationally, you will solve customer problems, improve delivery speed, and drive usage by translating ambiguous customer needs into disruptive, successful products.
Customer and Stakeholder Engagement
This role requires regular interaction with customers, including senior executives, and coordination across numerous internal and external teams. You will work with customers, partners, software vendors, and operational stakeholders to prioritize roadmap features and define new capabilities through detailed business requirements documents. The ideal candidate possesses exceptional problem-solving skills, strong business judgment, and proven experience influencing both technical and non-technical stakeholders. We seek a candidate with a proven ability to execute strategically and tactically, eager to take on ambiguous, industry-defining projects. A strong technical background and demonstrated success in delivering cloud, AI, or data-driven products to customers are essential.
AWS Support Overview
AWS Support empowers customers with their most complex cloud usage needs. Serving critical financial institutions, government agencies, and global media services, Support combines technical expertise with dedicated personnel to achieve customer outcomes. It operates as a horizontal business unit, interfacing with all 300+ AWS services and customers across all industries.
Key Job Responsibilities
- Own the product strategy and vision for AWS Support, driving definition, roadmap prioritization, go-to-market, and business outcomes.
- Shape 3-5 year strategic vision and technical roadmaps for AWS Support.
- Review complex service design decisions across distributed systems and support architectures.
- Drive technical innovation in support experiences, including data-driven personalization and root cause analysis.
- Identify service dependencies and efficiency improvements across the AWS ecosystem.
- Own business and product definition for major AWS Support products.
Customer & Market Focus
- Lead technical discussions with enterprise customers and participate in customer advisory boards.
- Analyze the competitive landscape and identify market opportunities in cloud support.
- Translate customer pain points into technical product requirements and solutions.
- Represent AWS at industry conferences and technical events.
Cross-Functional Leadership
- Drive team execution of strategic initiatives across multiple engineering organizations.
- Collaborate with engineering, data science, sales, marketing, and business development teams.
- Mentor and develop product management skills in team members.
- Take ownership of product reliability issues and drive resolution.
- Influence pricing and packaging decisions for external services.
About The Team
ABOUT AWS:
Diverse Experiences: Amazon values diverse experiences. We encourage applications even if you don't meet all preferred qualifications. If your career path is non-traditional, don't hesitate to apply.
Why AWS: Amazon Web Services (AWS) is the leading global cloud platform, renowned for continuous innovation. Customers from startups to Fortune 500 companies rely on our robust products and services.
Work/Life Balance: We prioritize work-life harmony with flexible work hours and arrangements, recognizing that workplace and home support are crucial for achievement.
Inclusive Team Culture: AWS fosters a culture of curiosity and learning, with employee-led affinity groups and events promoting inclusion and celebrating uniqueness.
Mentorship and Career Growth: We are committed to being Earth's Best Employer, offering extensive knowledge-sharing, mentorship, and career-advancing resources.
Basic Qualifications
- 5+ years of experience as a Technical Product Manager.
- 5+ years of technical experience (software development, network development, IT, or related fields).
- Proven experience delivering large-scale SaaS, PaaS, or IaaS products across the full product lifecycle, from concept to go-to-market.
Preferred Qualifications
- MBA.
- Knowledge of engineering practices and patterns for the full software/hardware/networks development lifecycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations.
Equal Opportunity Employer Statement
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you require workplace accommodations due to a disability during the application or hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If your country/region is not listed, contact your Recruiting Partner.
Compensation and Benefits
The base salary range for this position is $142,200.00 - $192,300.00 USD annually. Your Amazon package will also include sign-on bonuses and restricted stock units (RSUs). Final compensation will be based on experience, qualifications, and location. Amazon offers comprehensive benefits, including health insurance (medical, dental, vision, prescription, Basic Life & AD&D, supplemental life, EAP, Mental Health Support, Medical Advice Line), Flexible Spending Accounts, Adoption and Surrogacy Reimbursement, 401(k) matching, paid time off, and parental leave. Learn more at https://amazon.jobs/en/benefits.
Key skills/competency
- Technical Product Management
- AWS Support
- Cloud Computing
- SaaS/PaaS/IaaS Product Lifecycle
- Data-driven Personalization
- Root Cause Analysis
- Customer Relationship Management
- Go-to-Market Strategy
- Agile Methodologies
- Cross-functional Leadership
Skills & topics
- Product Manager
- Technical Product Manager
- AWS
- Amazon Web Services
- Cloud Computing
- SaaS
- PaaS
- IaaS
- Support
- Operations
- Data Personalization
- Root Cause Analysis
- Product Strategy
- Roadmap Prioritization
- Go-to-Market
How to get hired
- Tailor your resume: Highlight your 5+ years of technical product management and software development experience, emphasizing large-scale SaaS/PaaS/IaaS product lifecycle delivery.
- Showcase technical depth: Detail your knowledge of engineering practices, including coding standards, code reviews, source control, build processes, and testing, especially in cloud environments.
- Quantify achievements: Use data and metrics to demonstrate your success in driving usage growth, improving delivery speed, and achieving business outcomes for customer-facing products.
- Prepare for technical interviews: Be ready to discuss complex service design decisions, distributed systems, and innovative support experiences like data-driven personalization and root cause analysis.
- Demonstrate leadership: Highlight your experience influencing cross-functional teams and engaging with senior executives and enterprise customers.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities for a Technical Product Manager at AWS Support?
- The Technical Product Manager at AWS Support will own the product strategy and vision, driving definition, roadmap prioritization, go-to-market strategies, and business outcomes. Key responsibilities include shaping strategic roadmaps, reviewing complex service designs, driving innovation in support experiences like data personalization and root cause analysis, and defining major AWS Support products.
- What technical background is required for the Technical Product Manager role at AWS?
- The role requires a solid technical background with at least 5 years of experience in software development, network development, IT, or related technical fields. A proven ability to understand and discuss complex technical details, including distributed systems and engineering practices, is essential.
- How does Amazon Web Services (AWS) approach work-life balance for its employees?
- AWS values work-life harmony, offering flexible work hours and arrangements. The company believes that supporting employees both at work and at home enables greater achievement, making work-life balance an integral part of its culture.
- What kind of career growth opportunities are available at AWS?
- AWS is committed to being 'Earth's Best Employer' by providing extensive knowledge-sharing, mentorship programs, and career-advancing resources. These opportunities help employees develop into well-rounded professionals and grow their careers within the company.
- How does AWS foster an inclusive team culture?
- AWS cultivates an inclusive culture of curiosity and learning through employee-led affinity groups and ongoing events. These initiatives empower employees to embrace their uniqueness and foster a sense of belonging.
- What is the salary range for the Technical Product Manager role at AWS in New York?
- The base salary range for this Technical Product Manager position in New York is $142,200.00 to $192,300.00 USD annually. The final compensation will also include sign-on bonuses and RSUs, determined by factors such as experience, qualifications, and location.
- Does AWS consider candidates with non-traditional career paths for the Technical Product Manager position?
- Yes, Amazon values diverse experiences. Even if you don't meet all the preferred qualifications, if your career has followed an alternative path, AWS encourages you to apply for the Technical Product Manager role.