Support Engineer III, Search & Social Marketing tech

Published date Posted on Indeed on May 11, 2022 (16 d ago)
  • BE or Equivalent qualification
  • 6+ years’ of experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
  • In-depth understanding of AWS, Python and Scripting languages
  • Familiarity with database concepts (e.g., Redshift, DynamoDB or Postgres)
  • Well rounded experience with monitoring systems, dashboards (ELK, Splunk, Job Schedulers)
  • Strong degree of empathy for the customer experience
  • Excellent verbal and written communication skills
  • Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior leaders
  • Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
  • Experience in development (as a developer or managed development teams) would be a plus

Job summary
Would you like to join a team that is building high performance measurement and analytics solutions to drive next generation Search and Social Marketing programs?

Search & Social Marketing drives a large portion of Amazon’s business and provides the opportunity to make a huge difference in Amazon.com’s revenues or bottom line. Our team is fast growth trajectory and innovations play key role. There are few opportunities anywhere to lead on a new team and make an immediate impact at this scale.

Our mission is to connect our customers who start their shopping journeys on search engines and social media apps with the most engaging content, products and experiences that Amazon has to offer. This team will play key role by enabling data driven innovations to marketing org and its amazon wide partners.

Key job responsibilities
Support Engineers are responsible for improving our customers' experience with our products, through advanced troubleshooting and helping our team of engineers solve our more difficult problems.

We'd love it if you bring in a deep understanding of modern Cloud infrastructure, programming expertise, operational experience, and a desire to change the status quo. We'll support you with robust back-end systems, mature processes, and a motivated team with a strong desire to improve customer experience. We're looking for an engineer who can analyze and help improve our monitoring and processes to get us to an even higher level of availability, scalability, and reliability.

A day in the life
As a Support Engineer, you will dive deep into operational issues. You will analyze problems, identify patterns with eye on building automation that improve efficiency of team. You will be working closely with SDEs in team at various levels.

About the team
The Search Marketing team's mission is to help customers who start their shopping journeys on search engines and social media apps find what they're looking for, by serving them the right ad for the right product at the right time. To accomplish this, you will closely work with Software Engineers, Product and Marketing Managers from sister teams, and marketers and engineers from external companies to achieve the long term vision and overcome day-to-day challenges.


  • You are an engineer with computer science or similar background
  • You have experience in ITIL and DevOps ecosystem
  • You have proven experience in incident, problem and change management practices and handled high impact incidents.
  • You bring in 2-4 years’ experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
  • In-depth understanding of AWS, Python and Scripting languages
  • Strong degree of empathy for the customer experience
  • Able to handle high impact incidents, perform pattern, root cause analysis and drive to logical closure
  • Excellent communication skills, possessing the ability to support customers over email, phone or screen-shares

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.

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