Support Engineer, AWS Technical Content Experience

Overview We are seeking a Support Engineer to serve as the dedicated support layer for AWS builders who use our AI-native content management system to create, manage, and deliver technical documentation. The AWS TCX team manages content platform infrastructure supporting technical content that millions of customers use daily through the AWS documentation website and MCP server. This role will be part of a team delivering a next-generation content platform where AI agents handle operational complexity and builders provide strategic direction, fundamentally changing how AWS creates and maintains technical content at scale. This role is ideal for someone early in their career who is technically curious, comfortable with ambiguity, and excited about the intersection of developer tools and AI. Responsibilities Provide responsive technical support for content publishing tools, build systems, and development workflows — triaging, diagnosing, resolving, and escalating incidents, so builders are never left waiting. Guide builders through technical onboarding, troubleshooting, and operational requests. Monitor support channels to surface emerging issues, track adoption patterns, and identify where builders get stuck — routing recurring pain points and insights. Identify manual processes and build automations using AI tools, scripts, or integrations. Use AI-powered development tools daily to increase your own effectiveness and model best practices for the builders you support. Maintain documentation to enable self-serve onboarding and reduce repeat requests. Day in the life Your day moves between reactive support and proactive improvement. You use AI-powered tools to quickly triage, diagnose, and troubleshoot builder issues. When a new team onboards, you walk them through an AI-native content platform where agents handle much of the operational complexity. Between support requests, you spot repetitive team processes and explore ways to automate them. You're constantly modeling what it looks like to work alongside AI tools daily — and feeding what you learn back into better docs, better processes, and a better platform. BASIC QUALIFICATIONS Bachelor's degree or above in a related field Experience with AI/ML technologies Experience troubleshooting and debugging technical systems 2+ years of software development, or 2+ years of technical support experience Experience with developer tools: source control (Git), CI/CD systems, build tools, and command-line interfaces PREFERRED QUALIFICATIONS Experience communicating technical concepts and processes using clear, simple language and visuals Experience working with end user or developer communities Experience scripting or coding Experience in creating process improvements with automation and analysis Knowledge of web services, distributed systems, and web application development 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. #J-18808-Ljbffr