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Serve as the primary strategic technical advisor to customers' senior and executive stakeholders, shaping their long-term AI inference strategies and guiding them from proof-of-concept through production at scale on AWS Mantle
Own customer transformation health end-to-end—proactively identifying adoption barriers, architecting solutions to overcome them, and driving measurable value realization (latency improvements, cost optimization, time-to-production)
Operate with complete independence in deeply ambiguous engagements where the customer's business objectives, technology strategy, and success criteria are not yet defined—driving clarity and creating the path forward
Influence AWS product and engineering roadmaps by synthesizing customer feedback patterns, articulating unmet needs, and championing the customer perspective with internal leadership
Establish scalable customer success methodologies, frameworks, and playbooks that accelerate adoption of Mantle's inference capabilities across the broader customer base
Key job responsibilities
As a Principal Solutions Architect on the Customer Success side of Mantle, you will be the connective tissue between our customers' most ambitious generative AI goals and the production-ready reality of operating AI inference at enterprise scale. Your success is measured not by designs delivered, but by customer outcomes achieved—production workloads launched, performance targets met, and business value realized.
Own structured success planning for strategic customer accounts, including executive business reviews, adoption milestones, and proactive health monitoring to ensure customers achieve their AI inference goals on Mantle and Amazon Bedrock
Architect production-ready inference solutions leveraging Mantle's distributed engine, Zero Operator Access security model, and OpenAI-compatible APIs—optimizing for customer-specific requirements around latency, throughput, cost, and compliance
Lead deep-dive technical engagements to resolve complex production challenges, including model performance tuning, capacity planning, multi-region deployment strategies, and integration patterns with customers' existing ML pipelines
Gather, decompose, and prioritize customer feedback across many accounts and use cases—translating pain points into actionable product roadmap inputs for Mantle engineering teams, including PR/FAQ creation and feature prioritization influence
Create and evangelize reference architectures, best practices, and reusable patterns for AI inference at scale; lead workshops, publish technical content, and mentor other Solutions Architects to raise the bar across the Customer Success organization
About the team
The AWS Mantle Customer Success team ensures that enterprise customers successfully adopt, scale, and realize measurable business value from generative AI inference on Amazon Bedrock. We sit at the intersection of our customers' ambitions and Mantle's technical capabilities—working backwards from business outcomes to deliver production-ready AI solutions. Our Zero Operator Access architecture means customers can trust that no person—whether from AWS, a customer, or a model provider—can ever access their inference data, and we help them understand and operationalize that trust in their environments.
We are customer-obsessed, measuring our success by production workloads launched, adoption velocity, and quantifiable business impact our customers achieve
We partner deeply with Mantle engineering, product, and go-to-market teams—serving as the voice of the customer and driving feedback loops that shape the platform's evolution
We foster a collaborative, inclusive environment where diverse perspectives drive better customer outcomes—and where creative problem-solving is valued over rigid process
We support customers across industries adopting models from OpenAI, Anthropic, DeepSeek, Google, Mistral, NVIDIA, and more—each with unique scale, compliance, and performance requirements
We believe the best customer experiences come from teams that are curious, empathetic, and relentless about removing friction from the path between ambition and production
Basic Qualifications: - 10+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
- Bachelor's degree in computer science, engineering, mathematics or equivalent
- Experience developing technology solutions and evangelising end-to-end technology roadmaps that guide IT transformations toward cloud computing
- Experience communicating across technical and non-technical audiences and at C-level, including training, workshops, publications Preferred Qualifications: - Knowledge of distributed systems design and implementation or equivalent
- Knowledge of large scale automation and workflow management or equivalent
- Knowledge of database design and implementation or equivalent
- Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers
- Experience architecting, migrating, transforming or modernizing customer requirements to the cloud
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually
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