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Job Description
DESCRIPTION
Job summary
If you are a technically proficient problem solver and want to work directly with external customers then this maybe the role for you. We are looking for a support engineer with a strong sense of ownership, passion to provide a great customer experience, and excellent troubleshooting skills in ambiguous situations. Provide tactical and technical support to review customer cases related to integration with Amazon systems. You will review business applications for compliance with our policies and investigate application integration problems with APIs or Amazon services. You will dive deeply into technical details, diagnose, and reproduce straightforward issues with Amazon technology products (e.g., services, tools, data solutions, etc.). You will typically focus on guiding customers on how to properly use an API/amazon service, teaching them about best practices, and troubleshooting common implementation and configuration problems. As a Support Engineer (SE-ext)/ Technical Account Manager (TAM), you may identify opportunities and known risks with a customer’s technical decisions. Cases are assigned with time-sensitive first-response SLAs.
Key job responsibilities
- Deliver timely, accurate and professional technical assistance to all internal and external customers
- Process and manage seller registrations and product submissions on a partner portal
- Review product submissions by conducting a policy evaluation, product listing metadata review/editing, and technical usability reviews
- Track and quantify seller operational challenges to provide requirements for automation of repetitive tasks, tooling improvements, and standard operating procedures
- Manage the operational relationships with stakeholders of small to Enterprise level businesses and ensure their products are setup for success
- Work with engineers, PM teams, and management to improve the seller experience
- Contribute to a positive team environment and proactively help team members to meet and exceed team SLAs, quality standards, and goals
- Review buyer feedback, investigate possible product issues, and work with different stakeholders to resolve them
- Exhibit a high attention detail and maintain low error rates for product publishing
BASIC QUALIFICATIONS
- Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, or a related field
- SME status in one or more services, and understanding of the architecture and operational parameters enough to effectively handle escalations
- 5+ years of experience in a technical, digital operations, or systems support role
- 3+ years of experience with MySQL/MSSQL, DynamoDB, or other database related systems
- Experience using one or more scripting languages (e.g. Bash, PowerShell, Ruby, Python, ebextensions)
PREFERRED QUALIFICATIONS
- Experience as a policy expert and escalation point for operations teams, developers, and internal business partners
- Track record of being detail-oriented with a demonstrated ability to self-motivate and follow through on projects
- Experience partnering with multiple functional roles Solution Architects, Engineers, and Product Managers
- Previous online marketplace experience
- Experience working with or for a software vendor/s
- Strong judgment and instincts demonstrated through professional experiences
- Strong written and verbal communication skills
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
