Lead Support Engineer - Partner Support (AWS)

We are seeking a high-impact Lead Support Engineer – Partner Support to lead advanced support operations for our AWS partner ecosystem. This role blends deep AWS billing expertise, leadership capabilities, and operational excellence. You will act as the senior escalation point and subject matter expert, driving resolution of complex partner issues while shaping the future of support through process transformation, automation, and data-driven insights.

Your role:

Leadership & Escalation Management:

• Serve as the primary escalation lead (L3) for high-severity partner issues across billing, credits, and account lifecycle

• Drive end-to-end ownership of complex cases, ensuring timely and accurate resolution

• Mentor and guide support engineers, promoting best practices and continuous learning

• Act as a trusted advisor to internal stakeholders and partners

AWS Expertise & Partner Support:

• Leverage deep knowledge of AWS Billing & Cost Management

• Cost Explorer, AWS Budgets, Cost & Usage Reports (CUR)

• Marketplace billing and reseller margin structures

• Resolve complex scenarios including

• Billing discrepancies and charge disputes

• Credit validation, reconciliation, and issuance

• Account unlinking, offboarding, and root access recovery

• Collaborate directly with AWS Support, Partner Development Managers (PDMs), and vendor teams

Operational Excellence & Process Improvement:

• Lead initiatives to identify root causes and eliminate recurring issues

• Design and implement

• Standard operating procedures (SOPs)

• Scalable workflows and automation opportunities

• Knowledge base and partner communication frameworks

• Improve key metrics such as SLA adherence, resolution time (MTTR), and first-contact resolution (FCR)

Cross-Functional Collaboration:

• Partner with

• Sales / GTM teams to improve case intake and partner communication

• Finance & Billing teams to validate invoices and process credits

• Credit / Collections (AWOL) to resolve payment disputes

• Operations teams to execute account lifecycle actions

• Influence stakeholders to drive consistent and scalable support outcomes

Analytics & Continuous Improvement:

• Analyze support trends and billing data to identify

• Systemic issues and process gaps

• Opportunities for automation and cost optimization

• Deliver actionable insights to leadership and contribute to strategic decision-making

What you bring to the role:

• 5+ years of experience in AWS support, cloud operations, or partner/reseller support

• Strong hands-on expertise in

• AWS Billing & Cost Management tools (Cost Explorer, CUR, Budgets)

• Handling billing disputes, credits, and account lifecycle management

• Proven ability to lead complex escalations and cross-functional initiatives

• Experience with ticketing systems (Zendesk, Freshdesk, Dynamics, etc.)

• Excellent communication, analytical, and stakeholder management skills

• AWS Certifications (Cloud Practitioner, Solutions Architect)

• Experience with CloudCheckr or similar tools

• Process improvement and automation & AI transformation experience

Leadership Competencies

• Ability to lead without authority across multiple teams

• Strong decision-making in high-pressure, ambiguous situations

• Proactive mindset focused on prevention vs. reaction

• Commitment to mentorship, knowledge sharing, and team development

Why Join Us

• Strategic leadership role in a growing cloud ecosystem

• Opportunity to work closely with AWS and partners

• Drive transformation in support operations and automation

• Influence how partner support scales for the future

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