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.

You will build, and your building is a first-class part of how you are evaluated. On this team an SA's leverage is expressed as software they design, own, and operate — investigation platforms, agentic systems, knowledge-ingestion pipelines, validators. You will own internal platforms end to end, including the unglamorous parts: credential handling, cost and blast-radius controls, data provenance, secure defaults. High shipping cadence is expected; what distinguishes an SA is the judgment inside the volume.

Key job responsibilities
Customer engagements & escalations
- Lead the highest-impact escalations and troubleshooting engagements, including situations where customer trust is already damaged and the technical picture is contested.
- Own root cause resolution of complex problems — customer-side or internal — and assemble the cross-team investigation needed to get there.
- Drive service teams to commit to and ship fixes that benefit the whole customer base. Name the bug, get it prioritized, and follow it to deployment.
- Give service-wide visibility to latent issues so the next TAM, Support engineer, or customer does not re-discover them.
- De-escalate difficult situations and deliver bad news with empathy and the right level of detail.

Architecture & enablement
- Consult on current and planned customer architectures, applying judgment about short- and long-term implications of trade-offs — extensibility, flexibility, scalability, maintainability, cost.
- Turn customer constraints into opportunities to simplify, and recognize when a design's complexity limits future scale.
- Influence product roadmap and features on behalf of customers; distill customer feedback into clear business and technical requirements product and engineering teams can act on.
- Lead the development of technical content — best-practice guides, blogs, workshops, canonical troubleshooting and escalation documentation — and teach others how to produce content to the same bar.
- Author migration and remediation guides that remain reusable beyond the event that prompted them.

Communication
- Author RCAs, customer wording, and mass communications that exemplify best practice, and raise the bar for others' wording through review.
- Meet with our largest internal and external customers, including senior technical leaders and mid-level business executives.
- Write effective narratives and present them to your leadership and across teams.
- Speak at events with significant educational impact for technical and business audiences.

Building & mechanisms
- Own internal platforms end to end: design the architecture, write the code, ship continuously, and operate the result.
- Write the design doc before the code so the trade-off is recorded, not reconstructed.
- Build for reuse — installable, documented, tested, and runnable by the team without you.
- Codify expertise into mechanisms: investigation patterns, lessons-learned guardrails, validators, and knowledge pipelines, so a problem solved once is never re-solved from scratch.
- Adopt agentic and model-native approaches where they belong and refuse them where they do not. Knowing when not to use the new thing is part of the bar.
- Work safely in codebases the team owns but did not originate — land components into another team's standards and language, with tests and secure handling, without destabilizing the host.

Process & force multiplication
- Accelerate the team by creating or optimizing multiple cross-team processes — known-issues review, escalation flow, knowledge ingestion, wording review — replacing manual toil with mechanisms.
- Decrease escalations from AWS Support by examining case data and improving the escalation path itself; recognize that the ideal state of escalations does not require your direct engagement.
- Create, deliver, and lead training — primarily for AWS Support Operations and TAMs, and also for service engineers and customers.
- Run recurring team mechanisms such as office hours and known-issues review.
- Actively recruit, mentor, and develop others; provide technical assessments and feedback for SA promotions.
- Ensure the team is stronger because of your presence, but does not require your presence to be successful.