Support Engineer

Stellen-ID: ******* | Amazon Development Center (Romania) S.R.L. - A91The Compliance Shared Services (CoSS) organization's mission is to build shared services for managing regulations.The SPIDER (Streamlining Planning, Deployment and Post-Release) team within CoSS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners.SPIDER is looking for a passionate, results-oriented, operation-focused Support Engineer to support the fast-evolving and expanding Seller Compliance space.The role encompasses working with a support engineering team that provides support for multiple products and platforms, including engineering development support (root cause analysis, code fixes), customer support self-service (tools development), and business decision-making support (data mining, report generation, scripting).The Support Engineering team comprises world-class engineers with technical skills blending systems and software engineering.We are looking for a Support Engineer with experience in software engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service support-related processes and technical support experiences.A successful candidate is someone who is willing to take on challenging responsibilities, has a metrics-focused approach, demonstrates customer focus, and has the ability to lead in multi-functional and fast-paced environments.If you fit the profile, we would love to talk to you.ResponsibilitiesDiagnose and resolve production software issues across multiple products and servicesPerform comprehensive troubleshooting and root cause analysis for technical challengesProvide timely and effective support through ticket management and customer communicationCoordinate support issue handoffs within the teamDevelop and contribute to a comprehensive team knowledge baseCollaborate with cross-functional teams to improve operational excellenceEnsure adherence to service level agreements (SLAs)Coordinate customer notifications and workflow managementSupport product and service ownership activitiesTechnical SkillsTechnical support experienceExperience troubleshooting technical issues, including reading and analyzing logs, using dashboards, and responding to service alerts and alarmsDemonstrated experience in Python or shell scripts, and a sound understanding of web technologiesStrong verbal and written communication skills, with the ability to clearly explain technical issues to different audiences, including customers and leadershipExperience in writing technical documentation or support articlesQualificationsBachelor's degree in Engineering or related fieldProfessional experience in Operations/Support environmentDemonstrated skill and passion for problem solving and operational excellenceAbility to understand, troubleshoot and describe complex technical processes and issuesClear and effective communication & documentation skillsAbility to work effectively with tight deadlines in a fast-paced environmentProven ability to manage multiple, competing priorities simultaneouslyProven analytical and quantitative skills, including effective use of tools such as Excel, and ability to analyze, migrate, solve ambiguity and fix inconsistencies of metadataAmazon is an equal opportunities employer.We believe passionately that employing a diverse workforce is central to our success.We make recruiting decisions based on your experience and skills.We value your passion to discover, invent, simplify and build.Protecting your privacy and the security of your data is a longstanding top priority for Amazon.Please consult our Privacy Notice to learn more about how we collect, use and transfer the personal data of our candidates.Our 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 amazon.jobs/content/en/how-we-hire/accommodations for more information.If the country/region you're applying in isn't listed, please contact your Recruiting Partner.#J-*****-Ljbffr