Support Engineer • Mid-Level

Who you are

You have a background in computer science, engineering, or mathematics, and possess strong problem-solving skills that enable you to identify and develop automated solutions for complex issues. With at least 2 years of experience in contributing to automation for systems, you understand how to simplify development, testing, and operational processes. Your proficiency in Python scripting allows you to design and develop new tools that address emerging problems effectively. You are comfortable collaborating with Technical Program Managers and development team members to troubleshoot complex features, ensuring that all issues are documented and resolved efficiently.

Desirable

Experience in maintaining and improving self-service issue resolution tooling is a plus, as is familiarity with best practices for software deployment. You are proactive in evaluating ticket metrics and logs to continuously identify areas for improvement in self-service capabilities. Your ability to coordinate root cause analysis and defect resolution with key stakeholders demonstrates your commitment to delivering high-quality work that enhances the customer experience.

What you'll do

In this role, you will independently provide support for search-related issues, ensuring that you leverage the voice of the customer to understand their pain points and drive effective fixes. You will be responsible for designing and developing new tools to solve emerging problems while maintaining and improving existing self-service issue resolution tooling. Your role will involve continuously evaluating ticket metrics and logs to identify areas for improvement, 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 follow standard operational procedures (SOPs) to resolve emergent issues and escalate them to internal search teams as necessary. Ensuring that all issues are properly documented and closed will be a key part of your responsibilities. Additionally, you will create knowledge-based articles and SOPs to provide related training to various team members, contributing to a culture of knowledge sharing and continuous improvement.

What we offer

At Amazon, you will be part of a dynamic team that values innovation and customer satisfaction. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will have the chance to work on impactful projects that directly influence the customer experience, and your contributions will be recognized and valued. Join us in our mission to deliver the best results for our customers and make a difference in the world of search technology.