Key job responsibilities
In this role, you will independently resolve customer issues and blockers by providing knowledgeable and responsive technical support on AMC. Our customers are large enterprises, direct and agencies.You would often interact with customers’ Data Analysts and other Data focused stakeholders. You would use advanced SQL skills to build confidence and solutions. You will have ownership for issue investigation, identifying root cause and software defects, conceive and provide workarounds if acceptable to customers for continuity. You will gather sufficient information that helps reproduce issues and contribute to building software fixes. This is a complex, and fast-paced environment as you will own the most critical part of the customer experience and delivering on our customers’ most basic need. While we obsess over issue resolution, in this role you will also develop tools to scale our support & service quality, and provide critical input for product prioritization to address root causes of why the customer experienced an issue in the first place. Our advertising customers are likely Amazon customers, and we take seriously maintaining the high customer service bar set by Amazon to be the level at which we need to operate.
A day in the life
Track, investigate, and resolve customer questions and issues using appropriate communication channel including phone, email, and live as well as asynchronous at various levels of complexity and customer impact.
Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations.
Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution.
Develop and implement complex repro cases to identify potential software defects, mis-configurations, or issues in customer environments.
Use case management tools to manage and prioritize issues based on multiple factors including customer impact.
Build & Contribute to training material and documentation for both internal and customer-facing users.
Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
Providing support directly to data analysts who are using Amazon Marketing Cloud.
Writing queries, code samples, tutorials, and technical articles for the customer community
Working with customers to understand how they are using our services, and providing feedback to development teams
Collaborating with internal stakeholders to drive timely customer communication
Driving internal projects that improve support-related processes and our customer's user experience
Customer Onboarding: Own end-to-end technical onboarding of customers onto Amazon Ads solutions, ensuring smooth and timely implementation.
Technical Troubleshooting: Diagnose and resolve technical issues across the AWS stack, working closely with customers and internal engineering teams to drive resolution.
Customer Advocacy: Act as the voice of the customer — collect and synthesize VOC (Voice of the Customer) feedback, and translate customer questions, pain points, and feature requests into engineering and program-level requirements.
Cross-Functional Collaboration: Partner closely with engineering, product, and program teams to drive resolution of customer issues and influence the product roadmap based on customer insights.
Experience troubleshooting and debugging technical systems
3+ years of technical support experience
2+ years of scripting language experience
Bachelor's degree in computer science or equivalent
Knowledge of cloud platforms and cloud computing such as AWS, Azure, Google Cloud Platform, etc.
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.
