Support Engineering Manager

Job description

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Please do not contact the recruiter directly.

DESCRIPTION:
Are you passionate about automation, designing processes, simplifying work and launching innovative products technology?
We are looking for a Support Engineering who will lead a team of Support Engineers and have the ability to deep dive into processes and invent and simplify with a high degree of ownership.
As a Support Engineering Manager, you will be responsible for analyzing operational processes to design, develop, test, launch and continuously improve high quality self-service software products called Paramount workflows.

You will work with the Trustworthy Shopping Experience (TSE) Organization to understand their business models and generate technical requirements supported by program technology.

You will work cross functionally with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status, timelines and any challenges in Product Delivery.

In addition, you will develop ownership of support engineering processes to improve the product development lifecycle of Paramount workflows.

In this role, you will lead a team of support engineers, providing strategic guidance and mentorship to drive their professional development.

Your responsibilities will include helping them design and develop effective workplans, create clear roadmaps for projects, and offer directional support to ensure their success.

You will be instrumental in shaping the team's direction and helping each team members achieve their objectives effectively.

Key job responsibilities
• Lead a team in supporting our business teams worldwide by providing critical product support
• Lead multi-team projects and resolve the complex support issues
• Engage with operations, product, development, and program stakeholders to document requirements, create functional specifications and generate process maps.
• Design, develop, test, launch and improve self-service software products such as Paramount workflows.
• Operate as a Subject Matter Expert on Amazon's internal authoring application and workflow engine to develop Paramount workflows.
• Engage with software development teams to understand and guide evolving program technology
• Deep dive technical product or operational issues to propose and implement simple and effective solutions
• Develop efficient solutions through low and medium complexity code implementations, either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs).
• Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies
• Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
• Complete analysis and present periodic reviews of operational performance and KPIs
• Think proactively and work to prevent support issues before they are realized
• Play a significant role in hiring, mentoring, and training employees

About the team
The Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon.

We do this by (1) eliminating catalog defects, (2) ensuring listings are compliant with Amazon's selling policies, (3) helping customers find selling partners that have a good ordering and fulfillment record, (4) ensuring customers receive authentic products in the condition they expect, and (5) in the rare chance the order experience does not meet customer expectations, protecting them by making things right with our A-to-z Guarantee.

Our selling partners are also our customers and we work hard to educate and support them to facilitate a positive and friction-free selling partner experience.

We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers.
We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers.

We are looking for a Support Engineering Manager with a passion for technology, innovation with analytical and communication skills to guide a group of Support Engineers.

You will enjoy working with technology, and the ability to see your insights drive the creation of real tools and features for our operations teams, thereby, impacting customer experience and seller experience of merchants participating in our Marketplace on a regular basis.

You will collaborate with Software Engineering, Data Science, Product Management, Program Management and Operations Teams to build a deeper understanding of operational performance and drive improvements which directly influence Amazon's bottom-line.
BASIC QUALIFICATIONS:
- A Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field
- 3+ years of people management experience leading System Development teams
- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience engaging and influencing senior leaders using both verbal and written communication tools
PREFERRED QUALIFICATIONS:
- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON
- Experience managing on-call support coverage, escalation and critical issue management
- Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long term fixes and avoid repeating issues

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.

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