Technical Support Jobs in Washington

DESCRIPTION

The Mission
AWS customers trust us with their sensitive data. We are building AWS Support Authorization, the mechanism that puts the decision about Support access in the customer's hands. The customer defines what AWS personnel may do, scoped to their own resources and bound to their open support case, and sees the resulting access in CloudTrail. We are looking for a Principal Product Manager - Technical to own that product and define the experience every AWS service presents when it needs a customer's permission. Your work will change how AWS asks for access to customer content across its services, and it will carry to customer data protection at industry scale.

What You'll Own
You own the approval product end to end, from the API and console surfaces to the evidence a customer keeps afterward and the requirements AWS service teams build to. You define the approval model and the experience a customer moves through when AWS asks for permission, you set the success metrics, and you read the usage data to learn whether customers trust the control enough to use it. You partner with AWS Support, service teams, and Legal on what approval means in each operational context, and with GTM, Marketing, and PR on the strategy, messaging, and themes AWS uses to talk about customer approval and operator access, so what a customer hears matches what they find in the product.

The Product Challenge
A customer with an open case wants two things at once. They want to decide who touches their data, and they want their problem fixed now. Approval that feels meaningful to give takes effort to give, and the person paying that effort is already waiting on help. Designing an experience a customer trusts, can get through without stalling their own case, and recognizes whichever AWS service they called about is the center of this role. There is no predetermined answer. You define it, and you take the definition to the service teams that build to it.

The Impact
Your work will have CISO-level visibility. You write the decision narratives and investment proposals that set product direction, and you take them to VPs and the CISO. You set requirements for engineering teams that do not report to you, and you earn adoption by being right and being clear. You represent the product directly to customers in financial services, healthcare, and the public sector, who ask hard questions about who at a provider can reach their data. As the capability reaches the rest of AWS, the experience you define becomes the way AWS asks for a customer's permission.

What We're Looking For
You are a product manager with real technical depth and a long view. You think about what this product should be two and three years out, before customers have put words to the requirement, and about what it says about AWS to a customer deciding where to run a regulated workload. You have defined a platform product that other engineering teams adopted and built on without reporting to you, and you did it by writing requirements clear enough to survive contact with engineering. You read an authorization or access-control architecture closely enough to know which models a given service can implement. You work across the whole AWS portfolio, where services differ in how they are built and operated, and you guide VPs and directors on where the product goes next. You hold opinions about security and permissions experiences and you back them with customer evidence. You set strategy while the customer requirements are still being discovered, and you own the call when security and customer convenience pull against each other. You have worked with product marketing and PR on positioning a capability whose value is trust, and you have sat across from a regulated customer and answered hard questions about provider access. You develop other product managers as the product grows past what one person owns.

Key job responsibilities
Own the customer experience for AWS Support Authorization end to end: how a customer learns Support needs access, what the request tells them, how they decide, what proof they keep afterward. Define the consent model, covering approval granularity, defaults, duration, revocation behavior mid-case, and the evidence a customer receives. Set the requirements AWS services build to as the capability reaches the rest of AWS, and decide which elements a service team may shape to its own workflow. Own the API and console product surfaces. Define the success metrics and read the usage data to learn how customers respond to consent requests. Partner with AWS Support and service teams on what consent means in each operational context, and bring in Legal on the commitments the product makes to customers. Partner with GTM, Marketing, and PR on how AWS positions customer consent and operator access. Write the decision narratives and investment proposals that set product direction and present them to VP and CISO-level leadership. Represent the product directly to customers. Mentor PMTs and contribute to PMT assessments.

A day in the life
The AWS Proactive Security team builds the controls that protect customer data at scale. You start the day in the usage data, looking at how customers responded to consent requests over the past week and what that says about the experience. You meet a service team preparing to adopt Support Authorization, work through how consent should present for their access patterns, and decide what their integration can and cannot vary. Midday you review messaging with Marketing so the way AWS describes customer consent matches what the console does. In the afternoon you write: a narrative on where the consent model goes over the next two years, for a review with VPs and the CISO. You close the day on a call with a regulated customer walking them through the control and hearing what still gives them pause.

About the team
Diverse Experiences
Amazon Security values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why Amazon Security?
At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon’s products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

Inclusive Team Culture
In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.

Training & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, training, and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

BASIC QUALIFICATIONS

• 7+ years of working as a Technical Product Manager experience
• 5+ years of technical (software development, network development, IT, other related) experience
• Experience delivering large-scale SaaS, PaaS or LaaS products where you are responsible for the full product lifecycle, from concept through GTM (go to market)

PREFERRED QUALIFICATIONS

• Bachelor's degree, or 10+ years of equivalent experience

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 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 181,100.00 - 245,000.00 USD annually