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Description

We are seeking an experienced Senior Software Support Engineer to join our team. In this role, you will be a technical leader within the organization, influencing technical strategy while setting standards for the organization and other support engineers. You'll drive complex technical solutions across teams and play a key role in shaping the organization's support capabilities and operational excellence strategy.

Key job responsibilities

- Serve as a technical leader within the organization, setting standards and best practices.

- Lead and drive resolution of highly complex production issues.

- Influence organizational technical decisions.

- Partner with leadership to guide career growth of team members.

- Lead support retrospectives and author Corrections of Error (COEs).

- Drive systematic improvements to product/system performance and availability.

- Proactively identify and execute opportunities to improve operations.

- Detect trends and define proactive solutions before problems occur.

- Influence design decisions.

- Break down complex problems into actionable solutions that can be worked in parallel.

- Author and review technical documentation.

A day in the life

- Reviewing overnight incident reports and addressing any critical issues that occurred during off-hours.

- Mentor junior engineers, providing guidance on troubleshooting.

- Analyze system metrics to identify potential bottlenecks and improvements.

- Lead a support retrospective from a recent LSE.

- Collaborate with product managers on upcoming feature releases and their potential impact on system stability.

- Author a Correction of Error (COE).

- Participate in a design review for a new microservice architecture solution.

- Conduct a technical deep dive with your team.

- Updating your project status report and planning tomorrow's priorities, including preparation for an upcoming presentation to senior leadership on support process improvements.

Basic Qualifications

- 4+ years of software development, or 4+ years of technical support experience

- Experience scripting in modern program languages

- Experience troubleshooting and debugging technical systems

- Experience in agile/scrum or related collaborative workflow

- Experience troubleshooting and documenting findings

Preferred Qualifications

- Knowledge of distributed applications/enterprise applications

- Experience with Point of Sale (POS) Systems

- Experience with Payments Systems

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.