Support Engineer Amazon
New York, NY

Job Description

Will consider both NY and SEA based candidates.

Do you thrive in a start-up like environment where ingenuity, teamwork, and delivering rock solid, customer focused solutions are paramount? Do you like to simplify complex customer facing problems, creating high quality solutions? Do you have a strong sense of ownership, a bias for action, and are customer obsessed? If yes, then this role may be the one you have been looking for!

Knowledge Tech provides internal tooling that creates the foundation of Amazon's peer-to-peer learning culture. The Wiki is the central place Amazonians can create and share text-based information and is used by 60% of the company in any given month. Our internal customers range from engineers of customer-facing services to tech trainers creating trainings to fulfillment staff.

As a Support Engineer you will troubleshoot, debug, evaluate and resolve customer impacting issues with a focus on detecting patterns and working with the engineering development and/or product teams to eliminate defects. The position requires a combination of strong troubleshooting, technical, communication and leadership skills.

Some key job functions for Support Engineer role are -

* Own support activities, such as configuration management, deployment, scaling and managing of core systems.
* Provide technical support of our incoming tickets from our customers, including extensive troubleshooting and root cause assessment.
* Understand the business requirement, underlined logic and architecture of services/systems to build system configuration changes needed to support external transportation capabilities on Amazon platform.
* Create documentation for use by other support engineers, team on-calls, and other Amazonians.
* Use existing or build new tools and dashboards to report, track and reduce the effect of a change
* Read and understand complex Java application code and make code fixes to resolve support issues as necessary.
* Oversee the Change Management (CM) process across all the team's services, you will act as an owner or reviewer for such CMs.
* Create and interpret metrics that measure support success and service performance as well as service health. You are expected to review and refine these with ongoing changes.
* You will act as an operational point of contact for all the services owned by the team, and represent team in organization level operational meetings.