Greg Dunn

About Greg Dunn

Experienced IT professional with a focus on Linux systems, cloud, Generative AI, and web…

Experience

1. Principal Engineer, Premium Support

   Amazon Web Services (AWS)

   Oct 2019 — Present

   Escalation point for the highest escalated issues for the largest AWS customers, expected to be able to jump in regardless of specific technologies being used. Drove resolution through my own technical expertise where relevant and through gathering and directing Subject Matter Experts and Senior Engineers where not.Technical liaison for product service and feature launches, partnering with product teams to ensure supportability of launches, determined proper alignment of services within the support organization, and remained engaged through and post- launch for complex services and features.Developed solo or as part of partnership comprehensive support strategy documents for strategically important service launches, such as AWS Outposts.Technical and process liaison for developing plans and programs for the support engineering organization, such as GenAI adoption, improving support for key enterprise customers, and many others.Developed organization-wide training on a variety of topics, from traditional systems administration and infrastructure management to developing secure GenAI applications.Performed design reviews and technical go/no-go of both internal- and external- facing tooling by the support organization, looking at technical feasibility, scalability, potential security risks, logic errors, etc.Helped grow Support Engineering Principal population from 3 to 30+ over 6 years, providing mentoring to senior engineers, feedback on promotion documents, etc. Part of working group that refined the Support Engineering role and leveling guidelines, where I focused heavily on the Principal portion, focusing heavily on refining language to be more clear and less ambiguous, including better examples of the expected level of work, etc. Frequently reminded leadership to focus on these guidelines when it came to promotions to make sure that promotions were both objective and that the role guidelines remained update to reflect the nature of the role.