Description

As a Support Engineer IV, you will be responsible for providing technical leadership within your team, setting the standard for operational excellence and driving the resolution of complex support challenges. You will work autonomously, identifying opportunities to improve team operations and deconstructing difficult problems into straightforward, actionable solutions. You will consider the long-term implications of support mechanisms, processes, and tools you develop, ensuring they are scalable and drive team efficiency. You will be a trusted technical point of contact for engineers within your team as well as stakeholders in partner groups, participating in the strategic direction of the team and influencing growth through mentoring, onboarding, and hiring.

Key job responsibilities

Lead and execute operational best practices and provide technical direction to others
Act as the technical point of contact within your area of expertise for team engineers and stakeholders in partner groups
Use data to identify and drive development of new support mechanisms, processes, and tools
Lead support retrospectives and contribute to COEs
Partner across teams on tactical or strategic projects/programs, delegating tasks and sub-projects to other Support Engineers
Detect ongoing trends or problems before they occur and define proactive mechanisms
Author and serve as lead reviewer for content in your area of technical expertise
Identify and execute on opportunities to improve the team's operations

A day in the life

You will start your day reviewing operational metrics and identifying emerging trends before they become issues. You'll work on complex support cases that require deep technical expertise, while mentoring junior engineers on best practices. You'll collaborate with partner teams on cross-functional projects, lead retrospectives on recent incidents, and drive the creation of tools and processes that improve team efficiency. You'll deconstruct difficult problems into straightforward, actionable solutions and provide technical guidance to stakeholders across the organization.

Basic Qualifications

Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
Experience in team management and building (including coaching and mentoring)
Minimum 5 years of experience in support engineering or systems engineering
Proven track record of leading operational best practices and providing technical direction to a support engineering team
Strong problem-solving and critical thinking skills, with the ability to deconstruct complex problems into simple, actionable solutions
Experience in strategic planning and decision-making, with the ability to balance customer and team requirements
Expertise in diagnosing and resolving complex operational issues, with a focus on identifying root causes and defining proactive mechanisms
Experience using data to identify trends and drive development of new support mechanisms, processes, and tools

Preferred Qualifications

Experience with AWS Services including EC2, Lambda, S3, DynamoDB, SQS
Experience with version control systems and CI/CD pipeline implementation
Proficiency in scripting and automation using Python, Shell, or similar languages
Experience with monitoring and observability tools (CloudWatch, Grafana, Datadog) to proactively detect and resolve issues
Experience with distributed systems troubleshooting and log analysis at scale
Knowledge of payment systems, transaction processing, or financial services technology
Experience authoring runbooks, SOPs, and technical documentation for operational support
Familiarity with infrastructure-as-code tools (CloudFormation, CDK, Terraform)
Experience leading COEs (Corrections of Error) and driving operational improvements from findings

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 - Karnataka

Job ID: A10454573

Support Engineer IV, Amazon Payment Products