This position is part of the AWS Specialist and Partner Organization (ASP), where Specialists own end-to-end go-to-market strategies for their technology domains and Partner teams drive strategy, recruiting, and growth of key technology and consulting partners. Together, they provide customers with expertise and scale to build innovative solutions for complex challenges.

As a Senior Observability Customer Success Specialist within the ASP Customer Success Center of Excellence, you will drive enterprise adoption and value realization for customers in their post-launch observability journeys. You'll engage and build relationships across customer personas in our largest and most strategic enterprise customers across Latin America. The ideal candidate will be technically credible in observability solutions (commercial and open source), effectively shape customer journeys, and develop team capabilities. Enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices is essential.

This deeply cross-functional role engages with AWS teams across sales, solutions architecture, and services, working at the CxO level to maximize customers' observability investments. You will develop customer success strategies, create playbooks, and build scalable frameworks combining strategic thinking with operational excellence and technical expertise. Working closely with Observability GTM, Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plans.

AWS serves 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, and analyzing telemetry across network, infrastructure, and applications in cloud, hybrid, or on-premises environments to gain insights into system behavior, performance, and health.

Key job responsibilities

Strategic Customer Engagement:

• Work directly with customers to implement observability solutions, from basic monitoring to advanced AIOps implementations
• Develop, execute, and test adoption plays for enterprise value realization in collaboration with Cloud Ops domain teams and scale programs through Observability domain and partner success teams
• Collaborate with AWS Customer Success Specialists to assess customer needs, deliver tailored technical workshops, and accelerate time to value
• Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs

Adoption Program Development:

• Create and maintain best practices documentation, implementation guides, training materials, and governance frameworks for sustainable adoption at scale
• Track and analyze adoption metrics to measure effectiveness and identify improvement areas

Customer Success Management:

• Design and monitor customer health dashboards, proactively address risks or adoption barriers, and drive customer advocacy through success story documentation

Product Feedback Loop:

• Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams and analyze trends to identify product improvements

Required Technical Knowledge:

• Expertise with observability platforms including AWS native services (CloudWatch, CloudTrail), open-source solutions (Prometheus, Grafana, Open Telemetry), and commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
• Understanding of modern application architectures (microservices, containers, serverless), DevOps practices, and SRE principles

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. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

• 3+ years leading large-scale technical or engineering programs with proven thought leadership, business case development, and successful delivery
• 2+ years in customer-facing roles engaging with executives, technologists, or partners to solve business problems with advanced technologies
• Bachelor's degree in science, technology, engineering, math, business, or equivalent experience leading technical and non-technical transformation projects across broad functional teams
• Professional proficiency in Portuguese and English, both written and verbal

Preferred Qualifications

• PMP, SCRUM/Agile, or SAFe certification
• Experience implementing cloud services including migrations and modernization projects
• Professional proficiency in Spanish, both written and verbal

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.