Principal Software Engineer

Kumo is the global product and engineering organization for AWS Support, a multi-billion dollar business focused on empowering cloud service innovators. This Principal Engineer role will lead the transformation of AWS Support's technical infrastructure, including the contact center, case management, and troubleshooting platforms. The position involves developing AI-driven solutions, implementing multi-tenant configurations, and enhancing customer support through machine translation and frontend capabilities.

The role centers on reimagining Support Center as the primary interface for AWS Support in the AI era, integrating AI assistants for technical support, and developing Case Console, a business-critical case management product. You'll be responsible for creating seamless customer interactions across multiple channels (email, chat, call, Slack, video) while maintaining high security standards.

Key initiatives include implementing AI/GenAI-driven troubleshooting, developing automated workflows, creating structured communications systems, and building a robust integration layer for multiple downstream services. The position requires expertise in both frontend and backend development, with a focus on delivering user experiences that improve customer satisfaction and operational efficiency.

Working with globally distributed teams across the U.S., Canada, and South Africa, you'll drive innovation in cloud support services while maintaining AWS's customer-obsessed culture. This role offers the opportunity to impact critical cloud services used by all AWS customers, including AWS Health, Trusted Advisor, Well-Architected, and AWS Managed Services.