Support Engineering Manager II, KIX

5 days ago

Jeddah, Makkah Province, Saudi Arabia Amazon Full time

The Kindle Ingestion and Expansion (KIX) team enables independent authors, content creators, and publishers to publish their content as eBooks for distribution to the Kindle Store, Kindle Unlimited and the Kindle Owners' Lending Library. We also support print formats for sale on Amazon's global marketplaces, bookstores, and other online retailers using Amazon's state-of-the-art Print on Demand (POD) technology.

KIX is a key component of Amazon's vision to provide Kindle customers with the world's largest content selection in their preferred format - digital or paperback. Everyone in our team has the opportunity to bring meaningful impact across the multiple verticals that we support. Come join us as we continue to bring impact to the indie publishing space.

As a Support Engineering Manager, you will:

  1. Lead a team of talented engineers based out of Mexico City and serve as a support leader alongside your peers across the company.
  2. Maintain a solid understanding of the business as it relates to the team's supported services.
  3. Lead and participate in team-wide user groups to exchange support information, procedures, and best practices.
  4. Build expertise in system design and configuration and contribute to architecture design for the team.
  5. Participate in all major technical decisions in the team, and work with development and QA teams to help increase service supportability, scalability, and performance.
  6. Lead moderate initiatives that span multiple services such as efficiency and scaling.
  7. Manage team-wide outages ensuring accurate documentation and timely resolution.
  8. Define SLAs and drive the team to meet them through metrics creation and analysis.
  9. Conduct team planning and reviews.
  10. Maintain expertise in the technologies, tools, procedures, resources, and best practices used to improve operational excellence.
  11. Determine best practices for code management, support, code builds, and code deployments.
  12. Drive operational excellence across your team.
  13. Guide the strategic direction of the team.
Key job responsibilities
  1. Monitor and resolve trouble tickets within defined SLAs and drive engineering team escalations.
  2. Lead root cause analysis, impact assessment, and production deployment support.
  3. Develop automated frameworks, tools, and solutions enabling stakeholders to monitor health metrics and business outcomes.
  4. Foster a culture of direct code interaction by developing team capabilities in application building, debugging, and code-level problem-solving.
  5. Collaborate regularly with internal business owners and engineering teams to: Understand requirements and business priorities, define engagement models, and drive continuous improvements.
  6. Design and implement support strategies with appropriate testing frameworks and efficient troubleshooting approaches.
  7. Manage resource planning aligned with product roadmap.
  8. Lead initiatives to optimize operational efficiency.
  9. Establish and track measurable metrics for support team objectives.
  10. Guide team development and support individual career growth objectives.
A day in the life
Inclusive team culture
At Amazon we embrace our differences and we are committed to furthering our culture of inclusion. We host annual and ongoing learning experiences. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work Life Balance
We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional.

BASIC QUALIFICATIONSPREFERRED QUALIFICATIONS

- Experience in Agile methodologies.
- Expertise in operational excellence, security compliance, and distributed systems' resiliency.
- Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations.
- Ability to drive effective teamwork, collaboration and commitment.
- Experience managing on-call support coverage, escalation and critical issue management.
- Experience in contributing to the definition and implementation of automation opportunities within an operations environment.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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