Key job responsibilities
Support Engineers troubleshoot, debug, evaluate, and resolve system-generated alerts, make feature enhancements and bug fixes, manage systems and hosts, perform software deployments and migrations, and automate routine operational tasks. The position requires strong troubleshooting, technical, and communication skills, and includes a mix of on-call responsibilities, operational tasks, and software development work. You will develop tools and automation to drive toward human-free operations.
This role is ideal if you are passionate about creating, integrating, and leveraging tools to minimize operational overhead — without compromising best-in-class customer service. We want our services to be as autonomous as possible, and that requires engineers who think big, simplify complex problems, and relentlessly pursue the best customer experience. Our environment is built for engineers who flourish in building automation to reduce operational workload rather than simply performing operational tasks.
Successful candidates will join an elite Advertising API support team, provide troubleshooting and operations support, and innovate to replace manual tasks with scripts and code.
Provide solutions to product and API-related questions raised through partner engagements, serving as an escalation point for complex technical issues
Identify key product architecture components, and propose and build solutions that unblock partner integrations
Write code samples, tutorials, and technical articles for the developer community
Audit partner behavior to ensure compliance with program policies
Lead root-cause analysis on systemic and recurring issues, and drive architectural recommendations to engineering teams
Mentor Support Engineers and lead knowledge-sharing initiatives across the team
Own end-to-end process design for support workflows, from identification through implementation and measurement
Analyze support trends at scale to provide data-driven product feedback and influence the engineering roadmap
Work with customers to understand how they use our services, and provide feedback to development teams to improve the onboarding experience
Collaborate with internal stakeholders to drive timely customer communication during critical events; author post-incident reviews and present findings to leadership
Drive projects that improve support-related processes and the overall developer support experience
3–6 years of experience in technical support or software development
Experience troubleshooting and debugging technical systems
Experience working with REST API-based services
Experience working with SQL
Experience designing or building support tooling and automation frameworks
Knowledge of web services, distributed systems, and web application development
Experience with REST web services, XML, and JSON
Proficiency in at least one programming or scripting language (e.g., Java, C++, Python)
Linux/UNIX operating system knowledge
Knowledge of AWS or other cloud technologies
Excellent written and verbal communication skills in English
Understanding of support processes — ticketing, monitoring, and metrics
Experience with data analysis to identify trends and drive operational improvements
Track record of influencing product or engineering decisions through support insights
Please apply with resume in English
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.
