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Description

The team supports customers across a wide variety of technologies and platforms. As part of the team, you will play an instrumental role in solving customer-impacting issues and enhancing the quality of our platform.

The team is looking for a Support Engineer who is passionate about improving the customer experience.

and solving problems in a technical way. The candidate should thrives in a fast-paced environment driven by innovation. This role requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success.

The candidate must be comfortable working across multiple teams to resolve customer-impacting issues and possess the ability to facilitate discussions to troubleshoot issues, remove barriers, drive root cause resolution and follow all possible avenues to get customer issues resolved. They will work closely with engineering teams to not only address customer issues, but will drive solutions to create automation tools to accelerate troubleshooting and improve overall efficiency.

Key job responsibilities

This position requires a combination of strong troubleshooting, technical, communication and leadership skills including the ability to:

- Evaluate, diagnose, troubleshoot and drive resolution of all systemic customer issues

- Provide visibility into problem themes, and drive accountability and action for constant improvement of the customer experience

- Interface with operations and business partners to determine root cause

- Develop SOPs and automated tools (applications, improvements and scripts) to eliminate regressions and improve quality and efficiency

- Collaborate cross-functionally across other support and engineering teams to resolve issues and implement troubleshooting best-practices and tools

- Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices

A day in the life

You'll start your day reviewing your assigned support queue, analyzing and prioritizing new and ongoing issues, driving resolution on 3-5 technical issues daily.

You'll monitor the communication with customers in the internal channels and make sure that customers are heard

You will work closely with engineering teams to diagnose, troubleshoot and drive tickets to resolution, as well as, understand the current status of fixes in order to provide timely and accurate updates to our customers.

Approximately 1-2 hours each day will be spent focusing on project work. This may include developing automation tools to accelerate troubleshooting and operational tasks, refining Standard Operating Procedures (SOPs), or collaborating with partner teams to enhance the overall support workflow.

By the end of the day, you’ve not only resolved a few customer issues, but also helped enhance the team's effectiveness by improving our tools and overall efficiency.

About the team

The Account Management Control Plane (AMCP) team supports internal teams with API's for all things account management. We own the largest platform for management of AWS Accounts and are responsible for ensuring these systems are working at all times.

About Amazon Security

Diverse Experiences

Amazon Security values diverse experiences. Even if you do not meet all of the 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 Amazon Security?

At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon’s products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

Inclusive Team Culture

In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.

Training & 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, training, 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 flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

- Experience troubleshooting and debugging technical systems

- Experience in agile/scrum or related collaborative workflow

- Experience troubleshooting and documenting findings

- 4+ years of technical support experience

- 4+ years of software development experience

Preferred Qualifications

- Knowledge of distributed applications/enterprise applications

- Knowledge of UNIX/Linux operating system

- Experience analyzing and troubleshooting RESTful web API calls

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.