Support Engineer, Secure Tool Foundations

Job Overview: Support Engineer, Secure Tool Foundations at Amazon

The Support Engineer, Secure Tool Foundations team at Amazon supports customers across a wide variety of technologies and platforms. In this role, you will be instrumental in solving customer-impacting issues and significantly enhancing the quality of Amazon's platform. We are seeking a passionate Support Engineer focused on improving the customer experience and solving problems technically. The ideal candidate thrives in a fast-paced, innovation-driven environment, capable of quickly learning and managing disparate, overlapping tasks effectively. You will collaborate with multiple teams to resolve customer issues, facilitate troubleshooting discussions, remove barriers, drive root cause resolution, and ensure all avenues are explored for customer satisfaction. Working closely with engineering teams, you will not only address immediate customer concerns but also drive solutions to create automation tools that accelerate troubleshooting and improve overall efficiency.

Key Job Responsibilities

• Evaluate, diagnose, troubleshoot, and drive resolution for all systemic customer issues.
• Provide clear visibility into problem themes, ensuring accountability and driving action for continuous improvement of the customer experience.
• Interface with operations and business partners to thoroughly determine root causes of issues.
• Develop Standard Operating Procedures (SOPs) and automated tools (applications, improvements, and scripts) to eliminate regressions and enhance quality and efficiency.
• Collaborate cross-functionally with other support and engineering teams to resolve issues and implement best practices and tools for troubleshooting.
• Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices.

A Day in the Life of a Support Engineer

Your day will begin by reviewing your assigned support queue, analyzing, and prioritizing new and ongoing issues. You'll aim to drive resolution on 3-5 technical issues daily. Monitoring internal communication channels, you'll ensure customer feedback is heard and addressed. You will work closely with engineering teams to diagnose, troubleshoot, and resolve tickets, understanding the status of fixes to provide timely and accurate updates to customers. Approximately 1-2 hours daily will be dedicated to project work, which might include developing automation tools, refining SOPs, or collaborating with partner teams to enhance support workflows. By the end of the day, you will have resolved customer issues and contributed to the team's effectiveness by improving tools and overall efficiency.

About The Account Management Control Plane (AMCP) Team

The AMCP team supports internal teams with APIs for all aspects of account management. We own the largest platform for managing AWS Accounts, and our core responsibility is to ensure these critical systems are operational at all times.

Why Amazon Security?

Security is paramount at Amazon, central to maintaining customer trust and delivering exceptional experiences. Our organization is dedicated to setting and upholding a high standard for security across all Amazon products and services. We offer talented security professionals unparalleled opportunities to accelerate their careers, gaining experience in diverse areas such as cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

Inclusive Team Culture & Career Growth

Amazon Security fosters a culture of continuous learning and curiosity. Ongoing Diversity, Equity, and Inclusion (DEI) events and learning experiences inspire team members to embrace uniqueness. Tackling complex security challenges demands a diversity of ideas, perspectives, and voices. We continuously raise our performance bar, offering endless knowledge-sharing, training, and career-advancing resources to help you develop into a well-rounded professional. We also value work-life harmony, offering flexible work hours and arrangements to support success at work without sacrificing personal life.

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.

Key skills/competency

• Technical Support
• Troubleshooting
• Debugging
• System Diagnostics
• Customer Experience (CX)
• Automation
• Scripting
• API Troubleshooting
• UNIX/Linux
• Root Cause Analysis