Lead a technical support team that directly impacts Amazon's retail operations at global scale, helping Program and Operations managers deploy and optimize their use cases on our platforms. You'll drive customer success by resolving complex issues quickly, building automation and self-service solutions, and partnering with development teams to continuously improve the experience for those who depend on our systems.
Key job responsibilities
- Lead, mentor, and develop a technical support team, fostering an environment of continuous learning and accountability
- Partner with Program and Operations managers to understand their needs, resolve technical issues efficiently, and ensure their success on our platforms
- Identify patterns in customer issues and collaborate with development teams to implement improvements that reduce future problems
- Design and implement automation and self-service tools that enable your team to scale their impact and reduce manual work
- Establish metrics and processes that track team performance, customer satisfaction, and opportunities for operational improvement
A day in the life As a Manager in Support Engineering, you'll spend your time leading and developing a team that provides technical assistance to Program and Operations managers building solutions on our platforms. You'll work closely with your team to troubleshoot complex issues, mentor engineers through challenging problems, and identify opportunities to automate repetitive tasks. You'll also collaborate with our development teams to understand customer pain points and advocate for improvements that make our platforms easier to use. Some days you'll be deep in technical discussions about system architecture; other days you'll be coaching team members through their career growth or presenting solutions to stakeholders.
About the team We are a team dedicated to supporting Amazon's Retail business growth worldwide. Our focus spans three core areas: sourcing and enriching product information to drive growth, resolving supply chain defects to improve financial outcomes, and supporting operational processes where technology gaps exist. Our tech team develops automation powered by machine learning and deep learning to scale complex tasks that traditionally require human expertise. We believe in learning from the front lines and sharing those insights with our development partners. We value collaboration, accountability, and continuous improvement. We wake up each day asking how we can enhance the customer experience, improve product quality, strengthen our support systems, and grow individually. When facing difficult challenges, we dig deeper, work together, and find both root causes and lasting solutions. You'll be joining a group that celebrates knowledge sharing, supports mentorship at all levels, and creates space for people to work in ways that suit their strengths—whether that's mastering a domain deeply, coordinating across multiple initiatives, driving methodical improvements, or focusing on technical execution.
Basic Qualifications
- Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- 5+ years of leading technical support teams experience
- Can work proactively and independently, meet deadlines, and deliver on projects and tasks
- Experience in technical support, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience in scripting for automation (e.g. Python) and advanced SQL skills.
- Knowledge of software development lifecycle, including design, development, test, build, deployment processes and timelines
Preferred Qualifications
- Experience in any of the following: Cloud Architecture, Systems Design, Software Development, Infrastructure Architecture, Data Engineering or DevOps
- Knowledge of at least one modern programming language such as C, C++, Java, or Perl
- Experience with cloud computing technologies
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