Support Engineer • Mid-Level

Who you are

You have a Bachelor's degree or above in computer science, engineering, mathematics, or a related field. You possess strong problem-solving skills and have experience in automating and simplifying development, test, and operations processes. Your proficiency in Python scripting language enables you to design and develop new tools to address emerging problems effectively. You are comfortable collaborating with Technical Program Managers and development team members to troubleshoot complex features and coordinate root cause analysis with key stakeholders. You understand the importance of following standard operational procedures to resolve issues and ensure proper documentation.

Desirable

Experience in contributing to automation for new and current systems is a plus. Familiarity with best practices for software deployment will enhance your ability to maintain and improve existing self-service issue resolution tooling. You are proactive in identifying areas for improvement by evaluating ticket metrics and logs, and you are eager to create knowledge-based articles and SOPs to train team members.

What you'll do

In this role, you will independently provide support for search-related issues, leveraging customer feedback to understand pain points and drive fixes. You will design and develop new tools to solve emerging problems while maintaining and improving existing self-service issue resolution tooling. Your responsibilities will include continuously identifying areas for improvement by evaluating ticket metrics and logs, collaborating with Technical Program Managers and development team members to troubleshoot complex features, and coordinating root cause analysis and defect resolution with the team and key stakeholders. You will also follow standard operational procedures to resolve emergent issues and escalate them to internal search teams as necessary. Ensuring all issues are properly documented and closed will be a key part of your role.

What we offer

At Amazon, you will be part of a dynamic team that values innovation and customer satisfaction. You will have the opportunity to work on complex problems and develop solutions that directly impact the customer experience. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to deliver the best results for our customers.