Follow runbooks and escalation paths, and escalate critical, high-impact issues promptly
Hand off issues outside your scope with a clear summary of customer impact, steps taken, evidence gathered and the open question
Help new developers through onboarding, including registration, credential setup and sandbox testing
Track escalated cases to closure and keep customers informed
Participate in an on-call rotation to respond to critical issues for customers in the United States and Europe
Write and update runbooks and knowledge base articles
Script small automations that remove repeated manual steps from your own case work
A day in the life
You start by picking up overnight cases from shippers in Europe. One partner is getting authentication errors after rotating credentials, so you check their token request, find the missing scope and walk them through the fix. A shipper's labels are failing for a handful of postcodes, so you reproduce the call in sandbox, confirm it is a coverage question, and reply with what is and is not serviceable. You join an office hours session to answer questions from a developer starting a new integration. In the afternoon you notice you have looked up the same field mapping three times this week, so you write a short script and add it to the team runbook.
About the team
The External System Integrations (ESI) team is part of Amazon Shipping, which delivers packages for businesses of every size across the United States and Europe. We work with enterprise shippers, e-commerce platforms and shipping software partners from their first API call through to live production volume. Our goal is to make integrating with Amazon Shipping fast and reliable, and to fix things quickly when they break. We value ownership, clear writing and automating repeated work. You will work closely with our Solutions Architects and with the Shipper Support team in San Jose.
1+ years of software development, or 1+ years of technical support experience
Experience troubleshooting and debugging technical systems
Experience working with REST API based services, or experience with REST web services, XML, JSON
Experience in English-language communication skills, both written and verbal
Experience working with databases and SQL
Bachelor's degree in computer science or equivalent
Experience with API testing tools such as Postman or cURL
Knowledge of OAuth 2.0 or other token-based authentication
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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