# Technical Support Engineer II, Amazon Shipping at Amazon

Amazon is hiring a Technical Support Engineer II, Amazon Shipping in San Jose, United States. Level rates it Little AI ●○○○; you can [apply on Amazon](https://jobsbylevel.com/go/893508d6-827d-4195-a7ba-fa51d3247190?utm_medium=ai-agent).

AI Level 1, AI centrality 29 out of 100. CR, San Jose.

## Details

- Company: [Amazon](https://jobsbylevel.com/companies/amazon)
- AI level: AI Level 1 (score 29 out of 100)
- Location: CR, San Jose
- Posted: November 10, 2026
- Apply: https://jobsbylevel.com/go/893508d6-827d-4195-a7ba-fa51d3247190?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=technical-support-engineer-ii-amazon-shipping-at-amazon-51a754

## Description

Amazon Shipping delivers packages for businesses across the United States and Europe, and most of our parcels arrive through API integrations with shippers and shipping software partners. The quality of our integration support directly shapes whether those customers grow with us. The External System Integrations team owns that experience, from a developer's first API call to the live operation of high-volume integrations. Do you want to build a support function, not just work inside one? Have you used support data to change what a product team builds? Amazon Shipping is seeking a seasoned Support Engineer to lead the API integration support across the United States and Europe. You will take on the most ambiguous and critical issues, where no runbook exists and root causes span several services. You will also design how support works, including the SLAs, quality metrics, escalation paths, automation and tooling that let a growing team keep pace with a growing customer base, and you will push for the product fixes that remove whole categories of tickets. Key job responsibilities - Own the API integration support experience end to end across the United States and Europe, ensuring consistent quality across regions, channels and customer segments - Define and execute support operations for the team, including intake and triage, severity and SLA definitions, escalation paths, and quality measures such as customer satisfaction and time to resolution - Lead resolution of critical and ambiguous issues where established patterns do not exist, breaking large problems into parts that several engineers can work in parallel - Establish and report support metrics, and use them to identify the top drivers of customer contacts and failed API calls - Turn those drivers into product and engineering requirements, and influence API roadmaps to remove recurring issues at the source - Set the direction for self-service, automation and tooling so support capacity scales with customer growth - Lead post-incident reviews for customer-impacting events and ensure corrective actions are owned and closed - Partner with Solutions Architects, Product, Engineering, Commercial and Partnerships leaders on escalations, launches and strategic accounts - Represent support in planning and leadership reviews with clear, data-backed written narratives - Mentor Support Engineers, review their work and contribute to hiring and promotion assessments - Set the standard for runbooks, knowledge base content and public developer troubleshooting guidance - Act as the senior escalation point in the on-call rotation for critical issues A day in the life You start with the weekly review of top contact drivers and see that one error code accounts for a fifth of new cases, almost all from first-time integrators. You draft a one-page proposal to change the error message and the matching documentation, with the ticket volume and customer impact attached, and take it to the API product team. Mid-morning a high-volume shipper reports failures during a launch. You split the investigation between two engineers, run customer communication yourself, and lead the post-incident review the next day. In the afternoon you refine the severity definitions after a near miss, and coach a Support Engineer I on turning an RCA into a roadmap ask. About the team The External System Integrations (ESI) team is part of Amazon Shipping, which delivers packages for businesses of every size across the United States and Europe. We work with enterprise shippers, e-commerce platforms and shipping software partners from their first API call through to live production volume. Our goal is to make integrating with Amazon Shipping fast and reliable, and to fix things quickly when they break. We value ownership, clear writing and automating repeated work. You will work closely with our Solutions Architects and with the Shipper Support team in San Jose. Basic qualifications - Bachelor's degree in computer science

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/technical-support-engineer-ii-amazon-shipping-at-amazon-51a754

Source: https://jobsbylevel.com/jobs/technical-support-engineer-ii-amazon-shipping-at-amazon-51a754

## Cite this page

Level. https://jobsbylevel.com/jobs/technical-support-engineer-ii-amazon-shipping-at-amazon-51a754.

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