just now
AmazonPosted 1d ago
L1
Sr. Support Engineer, Demand Enablement and Product Operations
Sr. Support Engineer, Demand Enablement and Product Operations at Amazon scores 0 out of 100 on AI centrality, which makes it a Level 1 role on this board.
US, NY, New Yorkseniorfull-time$133k-$181k
AI in this role
Lead technical support and issue resolution for the Amazon Demand Side Platform, driving operational excellence and automation.
troubleshootingsystem-designincident-managementautomation
You provide visibility into recurring problem themes and drive the accountability and action needed for continuous improvement of the customer experience. You break complex problems into actionable workstreams that multiple engineers can run in parallel, and you interface with operations and business partners to determine root cause. You manage organization-wide outages with accurate documentation and timely resolution, lead retrospectives, author COEs, and drive the resulting actions to long-term closure.
You lead cross-functional initiatives that build repeatable troubleshooting solutions, and you develop SOPs and automated tools — applications, improvements, and scripts — that eliminate regressions and improve quality and efficiency. As an expert in system design, you contribute to organization design reviews for new products to ensure supportability, scalability, and performance are built in from the start, and you influence leaders to set the right goals and make decisions that produce measurable outcomes.
You collaborate across support and engineering teams to resolve issues and embed troubleshooting best practices, and your approach sets the standard for operational excellence. You play a significant role in team growth through onboarding, mentoring, hiring, and guide peer support engineers through knowledge shares and by reinforcing best practices,
Key job responsibilities
- Evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined.
- Provide visibility into recurring problem themes and drive accountability and action for continuous improvement of the customer experience.
- Interface with operations and business partners to determine root cause, and break complex problems into workstreams that multiple engineers can run in parallel.
- Develop SOPs and automated tools (applications, improvements, and scripts) that eliminate regressions and improve quality and efficiency.
- Collaborate across support and engineering teams to embed troubleshooting best practices, and mentor peer support engineers through knowledge shares.
Basic qualifications
- 5+ years of technical support, or 2+ years of software development experience
- Experience scripting in modern programming languages, or experience in development or technical support
- Experience troubleshooting and debugging technical systems, or experience in technical support
- Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets
- Experience troubleshooting and documenting findings, or experience in development or technical support
- Experience in agile/scrum or related collaborative workflow, or experience in development or technical support
Preferred qualifications
- Experience leading technical initiatives and key deliverables
- Experience as a mentor, tech lead or leading an engineering team, or experience debugging, profiling, and implementing best software engineering practices in large-scale systems
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NY, New York - 133,100.00 - 181,000.00 USD annually
Prepare for this job
A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.
Skills and AI tools this role asks for
TroubleshootingSystem DesignIncident ManagementAutomation
Questions you could be asked
- Tell me about a project where troubleshooting was part of your work. What did you do?
- Tell me about a project where system design was part of your work. What did you do?
- Tell me about a project where incident management was part of your work. What did you do?
- Tell me about a project where automation was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Troubleshooting, System Design, Incident Management, and Automation. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.
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