Support Engineer

About the Role: Support Engineer at Amazon CoSS

The Compliance Shared Services (CoSS) organization at Amazon is dedicated to building robust shared services for managing various regulations. Within CoSS, the SPIDER (Streamlining Planning, Deployment and Post-Release) team focuses on creating the technical infrastructure and tools necessary to proactively identify and resolve issues affecting Selling Partners. We are currently seeking a passionate, results-oriented, and operationally focused Support Engineer to join our team and contribute to the rapidly evolving Seller Compliance space.

This role involves working within a dynamic support engineering team that provides comprehensive support for multiple products and platforms. This includes crucial engineering development support, such as root cause analysis and implementing code fixes, as well as enhancing customer support through self-service tool development. Additionally, the team contributes to business decision-making by performing data mining, generating reports, and scripting solutions. Our Support Engineering team comprises world-class engineers who possess a strong blend of systems and software engineering expertise.

We are looking for a Support Engineer with significant experience in software engineering support or a similar role. The ideal candidate will have a proven track record of successfully driving projects to enhance software development, improve business processes, and refine customer service support experiences. A successful candidate will be someone eager to take on challenging responsibilities, adopt a metrics-focused approach, demonstrate a strong customer focus, and possess the ability to lead effectively in multi-functional and fast-paced environments. If this profile aligns with your aspirations, we encourage you to apply.

Key responsibilities include collaborating with a team of support engineers, driving process and service improvements, monitoring and enhancing daily operational efficiency, and demonstrating strong self-motivation. The role also encompasses leading smaller-scope development projects and building custom tools to address specific needs.

This position requires scheduled after-hours paging to address high-severity events across all team services and systems. Paging availability covers after-hours weekdays, weekends, and holidays. The on-call rotation is managed within the team to ensure a balanced distribution of the workload among Support and System Engineers who develop unique technologies to solve critical business and customer problems.

Key Job Responsibilities

• Diagnose and resolve production software issues affecting multiple products and services.
• Perform comprehensive troubleshooting and root cause analysis for complex technical challenges.
• Provide timely and effective support through efficient ticket management and clear customer communication.
• Coordinate support issue handoffs seamlessly within the team.
• Develop and contribute to a comprehensive team knowledge base.
• Collaborate effectively with cross-functional teams to drive operational excellence.
• Assume product and service ownership, ensuring reliability and performance.
• Ensure strict adherence to established service level agreements (SLAs).
• Coordinate customer notifications and manage workflow efficiently.

Basic Qualifications

• Demonstrated technical support experience.
• Experience troubleshooting technical issues, including reading and analyzing logs, utilizing dashboards, and responding promptly to service alerts and alarms.
• Proven experience in Python or shell scripting, coupled with a sound understanding of web technologies.
• Strong verbal and written communication skills, with the ability to clearly articulate technical issues to diverse audiences, including customers and leadership.
• Experience in writing technical documentation or support articles.
• Ability to speak, write, and read fluently in English.

Preferred Qualifications

• Bachelor's degree in Engineering or a related technical field.
• Professional experience gained within an Operations / Support environment.
• Demonstrated skill and passion for problem-solving and achieving operational excellence.
• Ability to understand, troubleshoot, and clearly describe complex technical processes and issues.
• Clear and effective communication and documentation skills.
• Ability to work efficiently under tight deadlines in a fast-paced environment.
• Proven ability to manage multiple, competing priorities simultaneously.
• Proven analytical and quantitative skills, including proficiency with tools like Excel, and the ability to analyze, migrate, resolve ambiguity, and fix metadata inconsistencies.

Key skills/competency

• Production Support
• Troubleshooting
• Root Cause Analysis
• Python Scripting
• Shell Scripting
• Web Technologies
• Operational Excellence
• SLA Management
• Technical Documentation
• Customer Communication