Support Engineer, Amazon Stores Security
Description For Support Engineer, Amazon Stores Security
Amazon's Account Management Control Plane (AMCP) team is seeking a Support Engineer for their Stores Security division. This role combines technical expertise with customer service excellence, focusing on supporting internal teams with APIs for account management systems.
The position offers a unique opportunity to work with Amazon's largest platform for AWS Account management, requiring both deep technical knowledge and strong problem-solving abilities. As a Support Engineer, you'll be responsible for diagnosing and resolving customer-impacting issues while also contributing to the development of automation tools and improved processes.
Your daily responsibilities will include managing support queues, handling 3-5 technical issues, and dedicating time to project work such as developing automation tools and refining Standard Operating Procedures. You'll work closely with engineering teams to troubleshoot complex issues and implement solutions that enhance the overall support workflow.
This role is ideal for someone who combines strong technical capabilities with excellent communication skills. You'll be part of Amazon Security, an organization crucial to maintaining customer trust across all Amazon's products and services. The team offers opportunities to work with various technologies including cloud, devices, retail, and healthcare systems.
Amazon provides a supportive environment focused on work-life harmony, offering flexible work arrangements and comprehensive benefits. The company is committed to diversity and inclusion, providing ongoing DEI events and learning experiences. Career growth is actively supported through knowledge-sharing, training, and various professional development resources.
The position requires 4+ years of both technical support and software development experience, with preferred knowledge of distributed applications and Linux/UNIX systems. You'll be joining a team that values continuous learning, collaboration, and innovation in solving complex security challenges.
Responsibilities For Support Engineer, Amazon Stores Security
- Evaluate, diagnose, troubleshoot and drive resolution of all systemic customer issues
- Provide visibility into problem themes, and drive accountability for customer experience improvement
- Interface with operations and business partners to determine root cause
- Develop SOPs and automated tools to eliminate regressions and improve quality
- Collaborate cross-functionally across support and engineering teams
- Mentor and provide guidance to peer support engineers
Requirements For Support Engineer, Amazon Stores Security
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
- 4+ years of technical support experience
- 4+ years of software development experience
- Knowledge of distributed applications/enterprise applications (preferred)
- Knowledge of UNIX/Linux operating system (preferred)
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