Principal Observability Customer Success Specialist, AWS Specialist And Partner Organization

Principal Observability Customer Success Specialist

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. AWS is one of Amazon's fastest growing businesses, servicing millions of customers in more than 190 countries. As organizations increasingly rely on cloud-native applications and distributed systems, full-stack observability has become critical to collecting, correlating, aggregating, and analyzing telemetry in network, infrastructure, and applications in the cloud, hybrid, or on-premises environments to gain insights into the behavior, performance, and health of systems.

Key Job Responsibilities

Strategic customer engagement:

• Work directly with customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations.
• Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Observability (in close collaboration with the CloudOps domain teams).
• Develop and scale customer success programs through respective Observability domain teams and partner success team.
• Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value.
• Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.

Adoption program development:

• As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
• Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
• Develop governance frameworks for sustainable adoption at scale across domains.

Customer success management:

• Design and monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
• Drive customer advocacy through success story documentation and advocacy program participation.

Product feedback loop:

• Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
• Analyze trends in customer requests and pain points to identify potential product improvements.

Required Technical Knowledge

- Expertise with observability platforms and tools such as:

• AWS native services (CloudWatch, CloudTrail, etc.)
• Open-source solutions (Prometheus, Grafana, OpenTelemetry)
• Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
• Understanding of modern application architectures (microservices, containers, serverless)
• Experience with DevOps practices and tools
• Knowledge of SRE principles and practices

About the Team

Diverse Experiences 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 AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. 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.

Basic Qualifications

- 9+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience

- 5+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience

- Bachelor's degree in science, technology, engineering, math, business or equivalent

Preferred Qualifications

- PMP certification, or SCRUM/Agile, SAFe certification

- AWS certifications such as AWS Solutions Architect Associate and/or AWS SysOps Administrator

- Experience implementing cloud services including migrations and modernization projects or similar

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.