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
1+ years of software development, or 1+ years of technical support experience
Experience troubleshooting and debugging technical systems
Bachelor's degree in computer science or equivalent
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.
