AmazonSr. Support Engineer, Demand Enablement and Product Operations
Amazon is hiring a Sr. Support Engineer, Demand Enablement and Product Operations in New York, United States. It pays $133k-$181k a year and Level rates it ; you can apply on Amazon.
Level's read on this job
- Level rates this role Little AI ●○○○: aI is not part of the work.
- Tools and skills the posting cites include troubleshooting, system design and incident management.
- Level classifies it as a senior role.
- Level lists 20,000+ other open roles at Amazon.
AI in this role
Lead technical support and issue resolution for the Amazon Demand Side Platform, driving operational excellence and automation.
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
How we rate this
Sr. Support Engineer, Demand Enablement and Product Operations at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
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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