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About the Role
As a technical support leader for the Amazon Demand Side Platform (DSP) Troubleshooting organization, you will be an authority on DSP issue resolution. You will evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, delivering independently with limited guidance. You will provide visibility into recurring problem themes and drive continuous improvement of the customer experience. You will break complex problems into actionable workstreams, interface with operations and business partners to determine root cause, and manage organization-wide outages. You will lead cross-functional initiatives to build repeatable troubleshooting solutions and develop SOPs and automated tools. As an expert in system design, you will contribute to organization design reviews for new products and influence leaders to set the right goals. You will collaborate across support and engineering teams to resolve issues and embed troubleshooting best practices. You will play a significant role in team growth through onboarding, mentoring, and hiring, and guide peer support engineers through knowledge shares.
Responsibilities
- Evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined.
- Provide visibility into recurring problem themes and drive accountability and action for continuous improvement of the customer experience.
- Interface with operations and business partners to determine root cause, and break complex problems into workstreams that multiple engineers can run in parallel.
- Develop SOPs and automated tools (applications, improvements, and scripts) that eliminate regressions and improve quality and efficiency.
- Collaborate across support and engineering teams to embed troubleshooting best practices, and mentor peer support engineers through knowledge shares.
Requirements
- 5+ years of technical support, or 2+ years of software development experience
- Experience scripting in modern programming languages, or experience in development or technical support
- Experience troubleshooting and debugging technical systems, or experience in technical support
- Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets
- Experience troubleshooting and documenting findings, or experience in development or technical support
- Experience in agile/scrum or related collaborative workflow, or experience in development or technical support
- Experience leading technical initiatives and key deliverables
- Experience as a mentor, tech lead or leading an engineering team, or experience debugging, profiling, and implementing best software engineering practices in large-scale systems
Skills
- DSP issue resolution
- Troubleshooting
- System design
- Scripting
- SQL
- MYSQL
- ETL Manager
- Agile/Scrum
Location
- USA, NY, New York
Work Type
- Full-time
Experience Level
- 5+ years of technical support
- 2+ years of software development
Salary/Compensations
- 133,100.00 - 181,000.00 USD annually
Benefits
- Sign-on payments
- Restricted stock units (RSUs)
- Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- Paid time off
- Parental leave
About the Company
- Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
- 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 https://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.
Equal Opportunity
- Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.