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

Platform Support & Operations TPM

The Platform Support & Operations Team Member 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.