Support Engineer Amazon
Seattle, WA

Job Description

The Tax Software team is looking for a talented and enthusiastic Support Engineer who is passionate about operations excellence and great customer experience.

We are responsible for the tax calculation platform and provide the core services that calculate the accurate amount of transactional taxes (sales tax and VAT) on Amazon. We thrive on providing the correct tax amounts to the customer at order time, and make sure audit records are stored safely to meet tax law requirements around the globe. Our challenges include staying on top of the complex and ever-changing global tax rates and laws as well as computing calculations correctly and quickly, thousands of times a second, and each one needs to be right.

As a Support Engineer, you are a technical lead on your team and act as a subject matter expert for one or more services. You are viewed as a support leader throughout the larger organization and are regularly engaged to work on cross-team planning. You lead large multi-team projects and resolve the most complex support issues. You understand the business impact of support decisions. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation. You think proactively and work to prevent support issues before they are realized. You participate in design reviews to identify and mitigate support risks. You work closely with development and QA teams to improve the change management life-cycle. You have a deep understanding of production architecture and are familiar with operating system best practices. You identify and drive small production architecture changes. You deep dive into automation issues to identify problems and work with engineering teams to resolve issues impacting fleet performance and availability. You develop automation tools to assist with daily systems administration tasks. You'll be considered a subject matter expert capable of root causing all platform issues. You regularly work with management to assign tasks and small projects to other Support Engineers. You design and develop complex high performing scripts and applications. You work to solve RDBMS performance errors on Linux based systems, using DB logs and Linux performance monitoring tools. You work with other Amazon leaders to share ideas and improve support within the company. You take a role in the strategic direction of the team. You play a significant role in hiring, mentoring, and training employees. You demonstrate excellent judgment when making decisions.