Support Engineer II

Description

Perfect Order Experience (POE) Team 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 will be an experienced technical team member 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

Technical Support and Problem Resolution

• Diagnose and resolve complex 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
  
  

Software Development and Maintenance

• Develop and implement operational tools and automation solutions using Ruby, Rails, Java, Python, and shell scripting
• Maintain and configure software systems in staging and production environments
• Implement fixes and enhancements for internally developed software applications
  
  

System Operations and Monitoring

• Design and implement monitoring solutions to ensure system reliability and performance
• Manage software deployments and support infrastructure in AWS and web technology environments
• Create and maintain system and support status reports
  
  

Team Collaboration and Knowledge Management

• Coordinate support issue hand-offs 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

• Take ownership of digital products or system components
• Ensure adherence to service level agreements (SLAs)
• Coordinate customer notifications and workflow management
  
  

Basic Qualifications

• 2+ years of software development, or 2+ years of technical support experience
• Bachelor's degree in engineering or equivalent
• Experience troubleshooting and debugging technical systems
• Experience in Unix
• Experience scripting in modern program languages
  
  

Preferred Qualifications

• Experience with AWS, networks and operating systems
  
  

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - ADCI - BLR 14 SEZ - F07

Job ID: A2952096