Software Technical Support Professional
6 days ago
We are seeking a highly skilled Support Engineer to join our team at Amazon. As a Support Engineer, you will be responsible for providing technical support to customers across various services, including resolving complex technical issues and developing knowledge sharing materials.
About this RoleThis is a fantastic opportunity to develop your technical skills and collaborate with cross-functional teams to deliver exceptional customer experiences. You will also have the chance to develop leadership skills by mentoring junior team members and contributing to the growth and success of our support operations.
Key Responsibilities:
- Become a subject matter expert on one or more services.
- Provide support activities for these services and regularly work with development teams to establish and improve service support.
- Operate with guidance from management and aggressively drive issues to resolution.
- Understand the business logic and architecture of supported services to regularly resolve undocumented trouble tickets.
- Be able to read and understand complex application code and make approved code fixes to resolve support issues.
- Provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities.
- Regularly contribute to the creation and improvement of all support documentation.
- Perform code builds and deployments communicating status regularly before, during, and after each deployment.
- Create and interpret metrics that measure support success and service performance.
- Help develop and refine operational policies and procedures used by teams and internal customers.
- Participate fully and constructively in the planning of team's work.
- Have the ability to write simple and efficient tools to improve operational efficiency.
- Learn to contribute to design and development of support tools using software engineering best practices.
- Mentor other Support Engineers and are involved with interviewing and onboarding new team members.
Basic Qualifications:
- 2+ years industry experience in programming and/or technical support roles.
- Experience troubleshooting and debugging technical systems.
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