Support Engineering Manager

Are you passionate about automation, designing processes, simplifying work and launching innovative products technology? We are looking for a Support Engineering Manager who will lead a team of Support Engineers and have the ability to deep dive into processes and invent and simplify with a high degree of ownership.As a Support Engineering Manager, you will be responsible for analyzing operational processes to design, develop, test, launch and continuously improve high quality self-service software products called Paramount workflows. You will work with the Trustworthy Shopping Experience (TSE) Organization to understand their business models and generate technical requirements supported by program technology. You will work cross functionally with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status, timelines and any challenges in Product Delivery. In addition, you will develop ownership of support engineering processes to improve the product development lifecycle of Paramount workflows. In this role, you will lead a team of support engineers, providing strategic guidance and mentorship to drive their professional development. Your responsibilities will include helping them design and develop effective workplans, create clear roadmaps for projects, and offer directional support to ensure their success. You will be instrumental in shaping the team's direction and helping each team member achieve their objectives effectively.Key Job ResponsibilitiesLead a team in supporting our business teams worldwide by providing critical product supportLead multi-team projects and resolve the complex support issuesEngage with operations,, development, and program stakeholders to document requirements, create functional specifications and generate process maps.Design, develop, test, launch and improve self-service software products such as Paramount workflows.Operate as a Subject Matter Expert on Amazon’s internal authoring application and workflow engine to develop Paramount workflows.Engage with software development teams to understand and guide evolving program technologyDeep dive technical product or operational issues to propose and implement simple and effective solutionsDevelop efficient solutions through low and medium complexity code implementations, either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs).Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologiesDrive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentationComplete analysis and present periodic reviews of operational performance and KPIsThink proactively and work to prevent support issues before they are realizedPlay a significant role in hiring, mentoring, and training employeesAbout the TeamThe Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. The team eliminates catalog defects, ensures listings are compliant with Amazon’s selling policies, helps customers find reliable partners, ensures authentic products, and protects customers with an A-to-z Guarantee when needed. By designing and implementing policies, tools, and technology innovations, the team protects the buying experience while minimizing friction for sellers.Basic QualificationsA Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field3+ years of people management experience leading System Development teams4+ years of software development, or 4+ years of technical support experienceExperience scripting in modern programming languagesExperience troubleshooting and debugging technical systemsExperience engaging and influencing senior leaders using both verbal and written communication toolsPreferred QualificationsKnowledge of web services, distributed systems, and web application developmentExperience troubleshooting and maintaining hardware & software RAIDExperience with REST web services, XML, JSONExperience managing on-call support coverage, escalation and critical issue managementExperience in root cause analysis and error correction, identifying changes to procedures and systems to implement long‑term fixes and avoid repeating issuesOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.#J-18808-Ljbffr