Support Engineer IV - AMZ9803600

Amazon • Arlington, VA

10d • $92,934 - $158,200 • Onsite

About The Position

Amazon.com Services LLC is seeking a Support Engineer IV in Arlington, Virginia. This role involves providing technical support for continuous integration/deployment infrastructure and cloud-based solutions, including critical system failure analysis and root cause investigation. The engineer will handle customer issues via phone, chat, and email, applying advanced troubleshooting techniques to resolve complex problems for enterprise-level support systems. Collaboration with development teams to enhance end-to-end service support and driving customer communication during critical events are key aspects of the role. Additionally, the position requires creating technical documentation such as tutorials and how-to videos for both customers and internal training. The engineer will also assist customers with cloud architecture, migration, and complex performance issues, and mentor junior support engineers.

Requirements

• Bachelor's degree or foreign equivalent degree in Computer Science, Engineering, or related field.
• Five years of experience in the job offered or a related occupation.
• One year of experience in Continuous Integration and Continuous Deployment (CI/CD) automation.
• One year of experience in building software automation and deployment systems by developing tools and automating manual operational tasks.
• One year of experience in programming in C++ and Python for maintenance driven coding projects.
• One year of experience in troubleshooting and debugging technical systems.
• One year of hands-on experience in Unix.

Nice To Haves

• Please see job description and the position requirements above.

Responsibilities

• Provide technical support for continuous integration/deployment infrastructure and cloud-based solutions.
• Perform critical system failure analysis including root cause investigation.
• Provide technical support, including fielding and handling customer issues via phone, chat, and email.
• Apply advanced troubleshooting techniques to provide unique solutions for critical, highly complex, customer problems for enterprise-level support systems.
• Work with development teams to establish and improve end-to-end service support.
• Drive customer communication during critical events.
• Write tutorials, how-to videos, and other technical articles for the customer community and internal training.
• Assist customers on a wide variety of topics, including cloud architecture, migration and troubleshooting complex performance issues.
• Mentor junior support engineers.

Benefits

• Equity
• Sign-on payments
• Other forms of compensation may be provided as part of a total compensation package
• Full range of medical, financial, and/or other benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior