Support Engineer, Secure Tool Foundations

Amazon • New York, NY

3d

About The Position

The team supports customers across a wide variety of technologies and platforms.
As part of the team, you will play an instrumental role in solving
customer-impacting issues and enhancing the quality of our platform.

The team is looking for a Support Engineer who is passionate about improving the
customer experience.
and solving problems in a technical way. The candidate should thrives in a
fast-paced environment driven by innovation. This role requires you to
constantly hit the ground running and your ability to learn quickly and work on
disparate and overlapping tasks will define your success.

The candidate must be comfortable working across multiple teams to resolve
customer-impacting issues and possess the ability to facilitate discussions to
troubleshoot issues, remove barriers, drive root cause resolution and follow all
possible avenues to get customer issues resolved. They will work closely with
engineering teams to not only address customer issues, but will drive solutions
to create automation tools to accelerate troubleshooting and improve overall
efficiency.

You'll start your day reviewing your assigned support queue, analyzing and
prioritizing new and ongoing issues, driving resolution on 3-5 technical issues
daily.

You'll monitor the communication with customers in the internal channels and
make sure that customers are heard

You will work closely with engineering teams to diagnose, troubleshoot and drive
tickets to resolution, as well as, understand the current status of fixes in
order to provide timely and accurate updates to our customers.

Approximately 1-2 hours each day will be spent focusing on project work. This
may include developing automation tools to accelerate troubleshooting and
operational tasks, refining Standard Operating Procedures (SOPs), or
collaborating with partner teams to enhance the overall support workflow.

By the end of the day, you’ve not only resolved a few customer issues, but also
helped enhance the team's effectiveness by improving our tools and overall
efficiency.

The Account Management Control Plane (AMCP) team supports internal teams with
API's for all things account management. We own the largest platform for
management of AWS Accounts and are responsible for ensuring these systems are
working at all times.

Amazon Security values diverse experiences. Even if you do not meet all of the
qualifications and skills listed in the job description, we encourage candidates
to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

At Amazon, security is central to maintaining customer trust and delivering
delightful customer experiences. Our organization is responsible for creating
and maintaining a high bar for security across all of Amazon’s products and
services. We offer talented security professionals the chance to accelerate
their careers with opportunities to build experience in a wide variety of areas
including cloud, devices, retail, entertainment, healthcare, operations, and
physical stores.

In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI
events and learning experiences inspire us to continue learning and to embrace
our uniqueness. Addressing the toughest security challenges requires that we
seek out and celebrate a diversity of ideas, perspectives, and voices.

We’re continuously raising our performance bar as we strive to become Earth’s
Best Employer. That’s why you’ll find endless knowledge-sharing, training, and
other career-advancing resources here to help you develop into a better-rounded
professional.

We value work-life harmony. Achieving success at work should never come at the
expense of sacrifices at home, which is why flexible work hours and arrangements
are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Requirements

• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow
• Experience troubleshooting and documenting findings
• 4+ years of technical support experience
• 4+ years of software development experience

Nice To Haves

• Knowledge of distributed applications/enterprise applications
• Knowledge of UNIX/Linux operating system
• Experience analyzing and troubleshooting RESTful web API calls

Responsibilities

• Evaluate, diagnose, troubleshoot and drive resolution of all systemic customer issues
• Provide visibility into problem themes, and drive accountability and action for constant improvement of the customer experience
• Interface with operations and business partners to determine root cause
• Develop SOPs and automated tools (applications, improvements and scripts) to eliminate regressions and improve quality and efficiency
• Collaborate cross-functionally across other support and engineering teams to resolve issues and implement troubleshooting best-practices and tools
• Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed