Lead resolution of critical and ambiguous issues where established patterns do not exist, breaking large problems into parts that several engineers can work in parallel
Establish and report support metrics, and use them to identify the top drivers of customer contacts and failed API calls
Turn those drivers into product and engineering requirements, and influence API roadmaps to remove recurring issues at the source
Set the direction for self-service, automation and tooling so support capacity scales with customer growth
Lead post-incident reviews for customer-impacting events and ensure corrective actions are owned and closed
Partner with Solutions Architects, Product, Engineering, Commercial and Partnerships leaders on escalations, launches and strategic accounts
Represent support in planning and leadership reviews with clear, data-backed written narratives
Mentor Support Engineers, review their work and contribute to hiring and promotion assessments
Set the standard for runbooks, knowledge base content and public developer troubleshooting guidance
Act as the senior escalation point in the on-call rotation for critical issues
A day in the life
You start with the weekly review of top contact drivers and see that one error code accounts for a fifth of new cases, almost all from first-time integrators. You draft a one-page proposal to change the error message and the matching documentation, with the ticket volume and customer impact attached, and take it to the API product team. Mid-morning a high-volume shipper reports failures during a launch. You split the investigation between two engineers, run customer communication yourself, and lead the post-incident review the next day. In the afternoon you refine the severity definitions after a near miss, and coach a Support Engineer I on turning an RCA into a roadmap ask.
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.
Bachelor's degree in computer science or equivalent
3+ years of continuous integration and continuous delivery (CI/CD) experience
5+ years of technical support experience
Experience leading engineering teams as a mentor or tech lead
Experience defining or improving support or operational processes, including SLAs, escalation procedures or quality metrics
Experience using SQL, scripting or analytics tools to identify trends and drive decisions
Experience leading incident response and on-call support for production or mission critical systems
8+ years of experience, including leading support for an API, developer platform or B2B integration product
Experience designing self-service support, automation or AI-assisted troubleshooting at scale
Experience running post-incident review programs
Experience influencing product or engineering priorities through written proposals and data
Experience supporting customers or partners across multiple countries or regions
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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