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Support Engineer, Mid Level, CoSS
2 weeks ago
Description
The Compliance Shared Services (CoSS) organization's mission is to build shared services for managing regulations. The SPIDER (Streamlining Planning, Deployment and Post-Release) team within CoSS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners. SPIDER 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 so someone 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
- Diagnose and resolve 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
- Coordinate support issue handoffs 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
- Ensure adherence to service level agreements (SLAs)
- Coordinate customer notifications and workflow management
Basic Qualifications
Technical support experience
Experience troubleshooting technical issues, including reading and analyzing logs, using dashboards, and responding to service alerts and alarms
Demonstrated experience in Python or shell scripts, a sound understanding of web technologies.
Strong verbal and written communication skills, with the ability to clearly explain technical issues to different audiences, including customers and leadership.
Experience in writing technical documentation or support articles.
Preferred Qualifications
Bachelor's degree in Engineering or related field
Professional experience in Operations / Support environment.
Demonstrated skill and passion for problem solving and operational excellence
Ability to understand, troubleshoot and describe complex technical processes and issues.
Clear and effective communication & documentation skills
Ability to work effectively with tight deadlines in a fast-paced environment
Proven ability to manage multiple, competing priorities simultaneously
Proven analytical and quantitative skills (includes the ability to effectively use tools such as Excel) and an ability to analyze, migrate, solving ambiguity and fixing inconsistencies of metadata.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ) to know more about how we collect, use and transfer the personal data of our candidates.
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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Company
- Amazon Development Center (Romania) S.R.L. - A91
Job ID: A3083076
