Solutions Architect, Bedrock Customer Success - AWS Mantle

We are looking for a Solutions Architect to join the AWS Bedrock Customer Success Engineering Escalations and Engagements Team (CSET-ENE). This is a customer-facing role, and our engagements often occur at the most difficult points in a customer's journey with our services.

As a Solutions Architect on the team you will own technical investigations end to end for the engagements assigned to you: understanding what the customer experienced, determining root cause, explaining service behavior, and helping rebuild customer confidence after an event. The business objective and the priority will usually be clear — "this customer cannot get the throughput they provisioned," "these inference requests are failing and we don't know why." The technical solution design and the path to the answer will not be. You figure that out, and you know when a problem has grown complex enough that a Senior or Principal SA should be pulled in.

You will communicate clearly, concisely, accurately, and in a timely manner. You will write Root Cause Analyses and customer messaging to a publishable bar, run technical meetings with customers and with internal teams, and consult on current and planned customer architectures. Because CSET engages closely with customers during vulnerable periods in their use of our services, this role requires emotional intelligence and judgment about how much detail an audience needs.

You will also build. On this team, an SA's leverage is expressed in the internal software they write — investigation tooling, knowledge pipelines, automation that turns one engineer's expertise into the team's baseline. You own components and tools end to end, and you contribute into the platforms senior members of the team own. This is a first-class part of the job, not a side activity.

Key job responsibilities **Customer engagements & escalations**

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