Support Engineer Amazon
Dallas, TX

Job Description

Selling Partner Abuse team is looking for a Support Engineer (SE) to join a diverse team of SDEs and Data Engineers - working together to create new capabilities and experiences for Selling Partners on Amazon

Amazon enables sellers to put their products in front of hundreds of millions of customers and offers sellers the tools and services needed to make e-commerce successful, efficient and simple. Our customers and sellers trust us to provide a safe, reliable and high quality experience. The Selling Partner Abuse team is responsible for ensuring customer and seller trust by eliminating abuse and creating a fair ecosystem for Sellers and Vendors.

You will have an opportunity to directly impact the customer experience, design, architecture, and implementation of products that will be used every day by people you know. We're looking for someone passionate about innovating on behalf of customers, who demonstrates strong product ownership and is willing to think in new ways to solve difficult problems.

Responsibilities

* Support configuration and on-boarding requests;
* Write scripts to automate simple tasks - enable self-service where possible
* Respond to and complete support requests within SLA - reduce mean time to resolution for all incident types
* Ensure all issues are properly logged & documented
* Automate tasks through creation and maintenance of scripts and tools
* Adapt and improve Operational Excellence processes and test coverage
* Participate in Agile sprints to evolve business processes and technologies
* Identify and troubleshoot recurring service issues and engage service owners to drive resolution
* Create and maintain documentations for services and tools owned by the team.
* Diagnose and troubleshoot technical issues - quickly understand the root of the problem
* Research and identify solutions to recurring software issues - focus on improve performance and stability.
* Properly escalate unresolved issues to appropriate internal teams (SDEs)
* Provide prompt and accurate feedback to client teams & stakeholders on open issues - Prepare accurate and timely reports
* Prioritize and manage several open issues at one time