Description

Perfect Order Experience (POE) Team is looking for a passionate, results-oriented, operationally focused Support Engineer to support the fast-evolving and expanding Seller Compliance space. The role encompasses working with a support engineering team that provides support for multiple products and platforms, including engineering development support (root cause analysis, code fixes), customer support self-service (tools development), and business decision-making support (data mining, report generation, scripting). The Support Engineering team comprises world-class engineers with technical skills blending systems and software engineering.

We are looking for a Support Engineer with experience in software engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service support-related processes and technical support experiences. A successful candidate will be an experienced technical team member who is willing to take on challenging responsibilities, has a metrics-focused approach, demonstrates customer focus, and has the ability to lead in multi-functional and fast-paced environments. If you fit the profile, we would love to talk to you.

Responsibilities include working with a team of support engineers, enhancing process and service improvements, monitoring and improving day-to-day operational efficiency, and being self-motivated. The role also involves driving smaller-scope development projects and building custom tools.

Key job responsibilities

Technical Support and Problem Resolution

Diagnose and resolve complex production software issues across multiple products and services
Perform comprehensive troubleshooting and root cause analysis for technical challenges
Provide timely and effective support through ticket management and customer communication

Software Development and Maintenance

Develop and implement operational tools and automation solutions using Ruby, Rails, Java, Python, and shell scripting
Maintain and configure software systems in staging and production environments
Implement fixes and enhancements for internally developed software applications

System Operations and Monitoring

Design and implement monitoring solutions to ensure system reliability and performance
Manage software deployments and support infrastructure in AWS and web technology environments
Create and maintain system and support status reports

Team Collaboration and Knowledge Management

Coordinate support issue hand-offs within the team
Develop and contribute to a comprehensive team knowledge base
Collaborate with cross-functional teams to improve operational excellence

Product and Service Ownership

Take ownership of digital products or system components
Ensure adherence to service level agreements (SLAs)
Coordinate customer notifications and workflow management

Basic Qualifications

2+ years of software development, or 3+ years of technical support experience
Experience troubleshooting and debugging technical systems
Experience in Unix
Experience scripting in modern program languages

Preferred Qualifications

Knowledge of web services, distributed systems, and web application development
Experience troubleshooting & maintaining hardware & software RAID
Experience with REST web services, XML, JSON
Experience in software development

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.

Company - ADCI - BLR 14 SEZ - F07

Job ID: A3004635

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