Customer Platforms & Operations, NatSec & Defense (NSD) Builders, NatSec & Defense (NSD) Builders

Job description

Description
The Platform Support & Operations TPM drives operational excellence across enterprise market initiatives by providing responsive platform support, streamlining access management, and maintaining effective project prioritization systems.

This role serves as the primary support interface for internal customers while systematically improving platform operations and user experience.

Working within the US NSD Technical Program Management team, this position embodies our mission to anticipate and deliver technology solutions that enable customer success through proactive planning, collaborative building, reliable delivery, and continuous improvement.

The successful candidate will transform business needs into effective solutions while partnering closely with engineering teams and maintaining deep engagement with users.

This position requires that the candidate selected be a US Citizen and obtain and maintain an active TS/SCI security clearance with polygraph.

Key job responsibilities
Platform Support Leadership

- Monitor and respond to the platform support channel, providing first-line technical support to internal customers
- Conduct initial troubleshooting of system issues and create tickets for development team escalation when necessary
- Identify, document, and analyze recurring issue patterns to develop systematic solutions
- Track and analyze support metrics to drive continuous improvement initiatives
- Create and maintain comprehensive wiki documentation and knowledge base resources

Access Management & Security Compliance
- Own and execute user access audits for CRM and analytics platforms
- Interface with CRM Admin team within the development organization to streamline access management processes
- Maintain security compliance standards while reducing access complexity
- Propose and implement access workflow improvements to accelerate provisioning timelines
- Track and resolve access-related patterns and bottlenecks

Project Prioritization & Communication

- Own, maintain, and communicate the enterprise market-wide project priority and tracking mechanism
- Ensure clear visibility and scheduling of strategic initiatives across the organization
- Collaborate with cross-functional teams including Sales, Sales Operations, Contract Management Office, Regional Marketing, and Billing
- Develop self-service guidance resources and training materials for end users

About the team
About AWS
AWS values diverse experiences.

Even if you do not meet all of the preferred 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 AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform.

We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious.

Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences.

Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship & 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, mentorship 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 we strive for flexibility as part of our working culture.

When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.


Basic Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
- 3+ years of experience in technical support, platform administration, or similar customer-facing technical role
- Proficiency with CRM platforms (such as Salesforce, HubSpot, or similar) and basic understanding of analytics tools
- Experience with project management methodologies (Agile, Scrum, etc.) and/or project tracking tools (Jira, Asana, etc.)
Preferred Qualifications
- 5+ years of experience in technical support, platform administration, or similar customer-facing technical role
- IT security and access management experience, including user provisioning, audit processes, and compliance frameworks
- Strong technical writing and documentation skills with experience creating knowledge bases, training materials, or process documentation in wiki-style platforms
- Experience with data analytics and reporting tools (Tableau, Power BI, SQL queries) and ability to analyze support metrics and KPIs to identify trends and improvement opportunities
- Basic scripting or coding skills (Python, JavaScript, or automation tools) for creating workflow improvements and streamlining repetitive platform administration tasks

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.

Our compensation reflects the cost of labor across several US geographic markets.

The base pay for this position ranges from $83,100/year in our lowest geographic market up to $177,800/year in our highest geographic market.

Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Amazon is a total compensation company.

Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits .

This position will remain posted until filled.

Applicants should apply via our internal or external career site.

Required Skill Profession

Other General