Sr. Solutions Architect, Bedrock Customer Success - AWS Mantle

We are looking for a Senior 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 Senior Solutions Architect you are a credible technical leader — to our customers, and to the service teams you partner with. You will lead engagements where the business objective is only partially defined ("reduce escalations," "customers can't get capacity confidence") and neither the technology strategy nor the solution design exists yet. You take that undefined space and return with a design, a working system, and an adopted mechanism. Your scope is at the program and business-objective level rather than the individual engagement, and you are expected to lead a team or small-org initiative from an ambiguous prompt to something shipped.

The distinguishing outcome at this level is that a single engagement produces a fix for the entire customer base, not just the customer in front of you. You drive service teams to commit to and ship changes, and you hold them to it. You own root cause resolution of complex problems whether they originate with a customer or inside AWS, and you know which problems are worth escalating to a service team's roadmap versus solving with a work-around.

You will communicate to a publishable bar across a widening set of audiences — engineering, Support Operations, TAMs, service teams, and customers' technical and business leaders. You will author RCAs and customer messaging, write design docs and narratives that let others build on your decisions, and lead training with significant educational impact. Because CSET engages closely with customers during vulnerable periods in their use of our services, this role requires high emotional intelligence and the judgment to know how and when to act.

…