Key job responsibilities
Independently handle complex customer issues by reproducing cases, root cause analysis, and providing prioritization input
Demonstrate deep technical expertise and advanced problem-solving for critical programmatic advertising issues
Serve as an escalation point, owning end to end resolution of the most complex, cross-organizational issues
Communicate directly with internal teams to investigate, define workarounds, and resolve defects
Provide advanced, proactive support across Amazon's advertising tech suite, including Amazon DSP (ADSP), Amazon Ad Tag (AAT), Conversion API (CAPI), Ads Data Manager (ADM), and Amazon Marketing Cloud (AMC)
Prioritize issues using case management tools based on customer impact
Contribute to training and documentation for internal and external users
Automate standard procedures through scripting and data APIs to analyze high-volume transaction data
Proactively identify solutions, communicate trends, and suggest customer experience improvements
Develop and mentor peers to enhance technical skills in programmatic advertising and troubleshooting
Drive continuous improvement and shape support strategy and technology approach
Identify emerging issues and influence product prioritization through technical investigation
Provide live troubleshooting sessions for customers
Bachelor's degree in computer science or equivalent
Experience in technical support
4+ years of programmatic advertising experience
Experience as a technical specialist in customer-facing roles
Experience in Database like NoSQL, or experience in SQL Server/MySQL and experience troubleshooting and debugging technical systems
Experience writing and publishing technical documents or equivalent
Experience with and deep understanding of advertising technologies (i.e., ad server, DSP)
3+ years of technical troubleshooting or similar experience
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with Microsoft Office products and applications
Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
Experience coding, scripting, automating in at least one language (e.g., Python, C, C++, Java, Ruby, or PowerShell)
Experience troubleshooting and documenting findings, or experience operating highly available, distributed systems of data extraction, ingestion, and processing of large data sets
Knowledge of data analytics with tools such as Tableau, SQL, Quick-sight
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 - 105,100.00 - 183,900.00 USD annually
