Manager – Support Engineering
Amazon
Manager – Support Engineering
Amazon
Sells products online and rents cloud computing
Are you ready to protect Amazon's most sensitive and regulated data while building and leading a high-performing team? We're looking for an experienced manager to lead our Security Compliance Investigations team—a critical function that monitors and investigates access to protected data across Amazon. In this role, you'll combine hands-on leadership with operational excellence: guiding Support Engineers through complex, data-driven investigations, ensuring compliance determinations meet the highest quality standards, and creating an environment where your team can deliver impact and grow their careers.
You'll own the day-to-day operations of the Investigations team, setting clear priorities, coaching engineers toward their next step, and making sure investigations are delivered on time and meet service level agreements. This is a role for someone who brings analytical depth, people leadership skills, and a passion for operational management—someone who can guide the team through ambiguity, optimize workflows, partner effectively across the company, and build an inclusive culture where engineers thrive.
Key job responsibilities
- Lead and develop a team of Support Engineers by setting clear priorities and performance expectations, providing regular coaching and feedback, and creating development plans that prepare engineers for their next step
- Own the team's operational results and ensure investigations are delivered on time, meet service level agreements, and hold a high quality bar while compliance determinations and access-request reviews are handled consistently
- Guide the team through complex investigations that review access to sensitive data and determine whether it is compliant with policy, using analytical depth to identify patterns and escalating risks with sound judgment
- Optimize team workflows and standard operating procedures by prioritizing root-cause resolution, improving investigation methods, and driving operational excellence through metric ownership and performance measurement
- Partner with stakeholders across the company to align on priorities, oversee access requests to protected data, and ensure determinations are consistent and aligned to data-sharing and data-handling policy
A day in the life
You will lead the people and operations of the Investigations team. On any given day you might review case queues and service level agreement adherence, coach an engineer through a complex investigation, run a one-on-one focused on career development, and work with partner teams to set priorities. You will ensure compliance determinations, stakeholder engagements, and access-request reviews are handled consistently and to a high quality bar. You will identify recurring issues and direct the team toward improvements in method and standard operating procedures, and when investigations 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.
About the team
Diverse Experiences
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.
Why Amazon Security?
At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon's products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.
Inclusive Team Culture
In Amazon Security, it's in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.
Training & 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, training, 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.
Our Security Compliance Investigations team protects Amazon's most sensitive and regulated data by monitoring and investigating access to protected data. As the direct, day-to-day people manager for a team of Support Engineers, you will set priorities, develop your engineers, and ensure the team delivers high-quality, timely investigations against its operational goals.
This is a hands-on leadership role where you will bring technical and analytical depth to guide the team through complex investigations while creating an inclusive environment where your engineers can grow. The team's mission is critical to Amazon's security posture, and you will play a key role in shaping how we protect data, improve investigation methods, and build capability for the future.
- Bachelor's or Master's degree in information science, information technology, data science, computer science, engineering, mathematics, physics, or a related field or equivalent experience
- Experience managing teams of 5+ support engineers, including resource management, staffing, mentoring, and maintaining best-of-class global engineering teams
- Experience in development or technical support
- 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 developing operational metrics
- Experience with SQL
- Knowledge of security best practices
- Experience hiring, developing and promoting engineering talent
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in technical support
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience leading and influencing your team or organization
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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.
Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
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