About

As a CX Engineer, you will act as a technical liaison between Amazon (or AWS) and its customers or internal stakeholders. You will diagnose and resolve complex technical issues, drive improvements in customer workflows, build tooling and automation to enhance the experience, and feed customer insights back into product development. You’ll play a crucial role in ensuring reliability, performance, and usability of Amazon’s systems from the customer’s perspective. Key Responsibilities Serve as a technical owner for customer-facing issues, crises, or escalations; troubleshoot deep, cross-domain problems Reproduce customer issues in test or staging environments and work with engineering teams to root-cause and remediate Develop scripts, tools, or dashboards to monitor, analyze, and automate parts of the customer experience Collaborate with product, support, operations, and engineering teams to represent customer needs and push forward product improvements Perform data analysis or log mining to identify usage patterns, pain points, or failure modes Contribute to or own documentation, knowledge base articles, runbooks, tutorials, or internal training Participate in design reviews, feature planning, and postmortem processes to drive systemic improvements Engage with customers (via calls, demos, working sessions) to understand their workflows, constraints, and feedback