Support Engineer

Are you passionate about using your technical problem-solving skills to enhance operational processes through automation and innovation?We are seeking a talented Support Engineer to join the Trustworthy Shopping Experience (TSE) TOPS Tech Team, where you will design, develop, test, and continuously improve high-quality self-service software products called Paramount workflows.In this role you will collaborate across functions with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists, and Program Managers to deliver medium-to-large scale projects.Key job responsibilitiesEngage with operations, product, tech, and program stakeholders to document requirements, create functional specifications and generate process maps.Lead the end-to-end development of self-service software products, with a focus on Paramount workflows, including design, development, testing, launch, and continuous improvement.Serve as a Subject Matter Expert for Amazon's internal authoring application and workflow engine to develop Paramount workflows.Possess expertise in Generative AI and Agentic systems and concepts, and integrate these technologies into daily workflows to enhance workflow designs and improve builder productivity through AI-driven solutions.Develop deep expertise as a subject matter expert in specific focus areas, serving as the technical point of contact for your team.Demonstrate comprehensive understanding of various features and systems, including their impact on workplans and orchestration, ensuring all components integrate and function as designed.Lead the comprehensive design, development, and testing of new workflow implementations, with an emphasis on Failure Mode and Effects Analysis (FMEA); develop and implement robust mitigation strategies to identify potential risks and prevent operational disruptions, ensuring seamless workflow deployment and performance.Demonstrate analytical capabilities to investigate technical product and operational issues, developing straightforward yet effective solutions.Provide technical guidance while encouraging team members to identify and address root causes; take ownership of documentation improvement by identifying gaps, enhancing existing materials, and creating new documentation where needed to support operational excellence.Design, develop, test, launch, and improve self-service software products such as Paramount workflows.Demonstrate leadership by guiding team members through root cause analysis and problem resolution; act as a collaborative team player who readily steps across functional boundaries to share technical expertise, best practices, and provide valuable technical guidance to colleagues.Partner proactively with various Technology teams to understand their roadmap and assess its impact on workplan designs and outcomes.Contribute to the evolution of program technology by gaining deep insights into different implementation strategies across our proprietary tools, internal applications, and service architectures; leverage this comprehensive understanding to implement effective bug fixes and system improvements.Design and implement efficient solutions through development of low to medium complexity code, focusing on API integration and development to leverage Large Language Models (LLMs); this includes both utilizing existing APIs and creating new ones to harness the full potential of AI capabilities.A day in the lifeJoin us for an exciting and dynamic role where every day brings new challenges and opportunities to innovateYour day starts with strategic planning – reviewing product roadmaps and prioritizing high-impact and priority initiatives.You engage in collaborative sessions with Product, Program, and Operations teams to understand process requirements, analyze technical designs (LLDs and HLDs), and architect robust workflow designs.You drive innovation by leveraging technologies – from implementing Gen AI solutions to enhancing workflow automation through AI integration.You take ownership of critical problem-solving, whether it is resolving urgent escalations to improve customer experience, optimizing operational productivity, or collaborating with tech teams to implement solutions.This role offers you the perfect blend of technical depth and business impact.You will have the opportunity to architect solutions, write code, troubleshoot complex issues, and drive continuous improvement through documentation and process enhancement.If you're passionate about building scalable solutions and want to work at the intersection of technology and business operations, this role is for youAbout 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.We do this by eliminating catalog defects, ensuring listings are compliant with Amazon's selling policies, helping customers find selling partners that have a good ordering and fulfillment record, ensuring customers receive authentic products in the condition they expect, and, in the rare chance the order experience does not meet customer expectations, protecting them by making things right with our A-to-Z Guarantee.Our selling partners are also our customers, and we work hard to educate and support them to facilitate a positive and friction-free selling partner experience.We design workplans and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers.TOPS Tech team delivers AI-first solutions that make quick, accurate decisions at scale while protecting customers and enabling brands and sellers to succeed.We drive automations in human workflows and optimization of investigator experience to achieve business goals while reducing the cost to serve.Basic Qualifications2+ years of software development, or 2+ years of technical support experience.Experience troubleshooting and debugging technical systems.Experience scripting in modern programming languages.Preferred QualificationsKnowledge of web services, distributed systems, and web application development.Experience troubleshooting & maintaining hardware & software RAID.Experience with REST web services, XML, JSON.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 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-*****-Ljbffr