Manager of Support Engineering

Who you are

• Are you ready to lead a talented team that secures access for thousands of employees at one of the world's most innovative companies?
• 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
• Experience hiring, developing, and managing high-performing technical teams
• Experience in technical support, or experience in software development and experience in web security
• Experience with Linux
• Experience in at least one modern scripting or programming language, such as Python, Java, Scala, or NodeJS
• Experience with any combination of the following: application security frameworks, identity and access controls, incident response, mobile security, cloud computing and security, AI security, threat intelligence, and penetration testing
• Experience managing competing priorities and using metrics to drive business decisions
• Bachelor's degree or above in Computer Science, Computer Engineering, Cybersecurity, or other related discipline, or experience with equivalent introductory technical domain knowledge
• Experience in any combination of the following: application security frameworks, security code reviews, incident response, secure infrastructure, penetration testing, mobile security, cloud security, AI security, identity and access controls, threat modeling, cryptography, threat intelligence, or secure software development
• Experience in one or more of the following: application security frameworks, security code reviews, incident response, security infrastructure, penetration testing, mobile security, cloud security, AI security, identity and access controls
• Experience hiring, developing and promoting engineering talent
• Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
• Hands-on experience using or securing services in AWS or other cloud computing environments
• Ability to lead a team through ambiguity and change while maintaining an inclusive, supportive environment

What the job involves

• We are looking for a Manager II, Support Engineer to lead our Security Support Engineering team and drive Identity and Access Management (IAM) initiatives that protect Amazon's corporate environment
• In this role, you will manage the day-to-day operations of a team securing access at massive scale while providing direct support to business owners across the company
• You will set clear priorities, develop your engineers toward their next step, and ensure the team delivers high-quality outcomes against service level agreements
• This is a hands-on leadership opportunity where you will bring technical depth to guide the team through complex access management challenges, make sound judgments on security outcomes, optimize workflows with a focus on root-cause resolution, and create an inclusive environment where your team thrives
• Lead and develop a team of Security Support Engineers, setting clear priorities and performance expectations and providing regular coaching and feedback
• Own the team's operational results, making sure work is delivered on time, meets service level agreements, and holds a high quality bar
• Hire, onboard, and grow talent, creating development plans that stretch engineers and prepare them for their next step
• Guide the team through the investigation and remediation of complex business decisions regarding security outcomes, escalating security risks with good judgement
• Optimise team workflows and best practices, prioritising root-cause resolution and reducing manual effort through automation and tooling
• Partner with Security Engineers and stakeholders across the company to align on priorities and deliver the right customer outcomes
• Own team security metrics, using data to measure performance and drive improvements
• You will lead both the people and operations of the Security Support Engineering team
• On any given day, you might review the team's case queues and SLA adherence, coach an engineer through a difficult access management investigation, run a one-on-one focused on career development, and collaborate with partner teams to set priorities for upcoming security initiatives
• You will identify recurring issues and direct the team toward automation and process improvements that resolve them at the root. When problems are complex or risks emerge, you will help the team find a path forward and decide when to escalate
• This role includes occasional on-call responsibilities