Kumo is the global product and engineering organization for AWS Support, a multi-billion $ business. Our mission is to empower innovators to get the most out of cloud services. We build technology that reimagines how people and automation combine to solve problems, remove risks, build with excellence, and drive business impact. We own critical cloud services used by all AWS customers to build, optimize, and operate at scale, including AWS Health, Trusted Advisor, Well-Architected, re:Post, Support Center, and AWS Managed Services. We also own services that enable AWS support teams to provide mission-critical, customer-obsessed support to our customers, including Command Center (the console platform for 14,000 frontline staff and technical account managers), Kumo Case Management (the contact center platform for technical support), Tool Contribution (the platform for support staff to build and reuse troubleshooting tools), and Business Case Authorization (the service for controlling access to customer metadata based on business justifications). AWS Kumo is a dynamic, agile, and collaborative team of individuals with diverse backgrounds, located around the globe with larger teams in the U.S., Canada, and South Africa.

The PE will lead a multi-year vision to transform the contact center, case management, and troubleshooting platform for technical support. In the first 18 months, the PE will own the architecture design, development of critical components, and technical leadership for launching major capabilities such as AI/GenAI-driven troubleshooting and problem resolution, multi-tenant configuration of business rules and console experiences, and localized support through machine translation, front end capabilities and partner enablement. These capabilities will be enhanced and extended in subsequent years to continue increasing operational efficiency and improving staff skills and satisfaction.
• Support Center needs to be redesigned as the front door for AWS Support in the era of GenAI. Customers will be assisted by an AI assistant that will answer technical questions, diagnose and explain the current situation, suggest troubleshooting steps, and summarize the outcome. If customers require human support, they should be offered automated workflows while they wait for staff to pick up their case. Interactions with the customer during troubleshooting should be seamlessly integrated into the case resolution process. When a clarification is required from the customer, structured communications should collect the additional information and automatically insert it into the appropriate workflow.
• Case Console is a business-critical case management product that enables AWS Support staff to respond to and work on customer requests. The product is complex with frontend and backend components. The backend is an integration layer for multiple downstream services to securely retrieve and change case information and customer information, and access knowledge and troubleshooting services. Customers should have the flexibility to choose the channel, language and timing for support interactions. Channels should include email, chat, call, Slack, and video (Chime). Communications in the desired language should be handled by native speakers or through machine translation (with language models tuned for the domain of AWS Support and the customer). Case Console should support a range of AWS Support businesses, some of which will require specialized UX or business logic.


Key job responsibilities
The PE will develop the next generation platform for human-assisted technical support. This solution will transform end-to-end customer journeys to minimize the effort required by customers and frontline staff to resolve technical issues. Capabilities include customer interaction management across AWS Support channels (Support Center, Amazon Q, Slack app), case lifecycle management, AI-augmented problem solving, intelligent routing, and data-driven performance management. The solution requires frontend and backend technical leadership to deliver user experiences, business logic, analytics, and AI training data that will improve customer experiences, increase operational efficiency, enhance human skills, improve frontline satisfaction, and maintain a high security bar.