Sr. Support Engineer, Demand Enablement and Product Operations

Full Job Description

As a technical support leader for the Amazon Demand Side Platform (DSP) Troubleshooting organization, you are regarded across the company as an authority on DSP issue resolution. You evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined, delivering independently with limited guidance.

You provide visibility into recurring problem themes and drive the accountability and action needed for continuous improvement of the customer experience. You break complex problems into actionable workstreams that multiple engineers can run in parallel, and you interface with operations and business partners to determine root cause. You manage organization-wide outages with accurate documentation and timely resolution, lead retrospectives, author COEs, and drive the resulting actions to long-term closure.

You lead cross-functional initiatives that build repeatable troubleshooting solutions, and you develop SOPs and automated tools — applications, improvements, and scripts — that eliminate regressions and improve quality and efficiency. As an expert in system design, you contribute to organization design reviews for new products to ensure supportability, scalability, and performance are built in from the start, and you influence leaders to set the right goals and make decisions that produce measurable outcomes.

You collaborate across support and engineering teams to resolve issues and embed troubleshooting best practices, and your approach sets the standard for operational excellence. You play a significant role in team growth through onboarding, mentoring, hiring, and guide peer support engineers through knowledge shares and by reinforcing best practices,

Key job responsibilities

• Evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined.
• Provide visibility into recurring problem themes and drive accountability and action for continuous improvement of the customer experience.
• Interface with operations and business partners to determine root cause, and break complex problems into workstreams that multiple engineers can run in parallel.
• Develop SOPs and automated tools (applications, improvements, and scripts) that eliminate regressions and improve quality and efficiency.
• Collaborate across support and engineering teams to embed troubleshooting best practices, and mentor peer support engineers through knowledge shares.

Basic Qualifications

• 5+ years of technical support, or 2+ years of software development experience
• Experience scripting in modern programming languages, or experience in development or technical support
• Experience troubleshooting and debugging technical systems, or experience in technical support
• Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets
• Experience troubleshooting and documenting findings, or experience in development or technical support
• Experience in agile/scrum or related collaborative workflow, or experience in development or technical support

Preferred Qualifications

• Experience leading technical initiatives and key deliverables
• Experience as a mentor, tech lead or leading an engineering team, or experience debugging, profiling, and implementing best software engineering practices in large-scale 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 133,100.00 - 181,000.00 USD annually

5+ years of technical support, or 2+ years of software development experience Experience scripting in modern programming languages, or experience in development or technical support Experience troubleshooting and debugging technical systems, or experience in technical support Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets Experience troubleshooting and documenting findings, or experience in development or technical support Experience in agile/scrum or related collaborative workflow, or experience in development or technical support

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