Job Description
Amazon has earned a reputation for excellence in the world by leading innovative technologies. The MADS (Measurements AdTech & Data Science) Billing Support team is seeking an experienced Support Engineering Manager to lead our mission-critical operations supporting global advertising billing applications at an unprecedented scale.
As a Support Engineering Manager for MADS Billing Support, you will lead a team of talented Support Engineers responsible for ensuring seamless billing experiences for advertisers worldwide. Your team will work with cutting-edge distributed systems that process multi-million transactions worth billions in dollar value daily, supporting the MADS Billing platform that enables AdTech worldwide rapid growth.
This role requires a leader who can balance operational excellence with innovation, driving both immediate incident resolution and long-term strategic improvements. You will manage systems that demand millisecond-level SLAs and guarantee high availability across billing, invoicing, accounting automation, budgets, promotions, and payments for advertisers globally.
Key job responsibilities Key Job Responsibilities
Team Leadership & Development:
Lead, mentor, and develop a team of Support Engineers, fostering a culture of operational excellence and continuous improvement
Hire, onboard, and retain top talent to build a world-class support engineering organization
Conduct performance reviews, provide coaching, and create career development plans for team members
Mentor engineers transitioning from IC roles to management positions, building future leaders
Drive team engagement and maintain high morale while managing demanding on-call rotations
Operational Excellence:
Own the operational health of MADS Billing applications, ensuring high availability and performance of critical systems processing hundreds of millions of API requests daily
Establish and maintain SLAs, operational metrics, and KPIs to measure team effectiveness and system reliability
Lead incident management processes, ensuring rapid response, effective communication, and thorough post-incident reviews
Drive operational reviews and Monthly Business Reviews (MBRs), Weekly Business Reviewed (WBRs) with senior leadership, presenting key metrics and improvement initiatives
Implement proactive monitoring and alerting strategies to detect and prevent issues before customer impact
Strategic Incident Prevention:
Analyze incident patterns and trends to identify systemic issues requiring architectural or process improvements
Lead comprehensive Root Cause Analysis (RCA) efforts for critical incidents, driving corrective and preventive actions
Partner with development teams to prioritize and resolve recurring issues, improving overall system reliability
Build mechanisms to track incident recurrence and measure effectiveness of preventive measures
Establish feedback loops between support operations and product development to drive continuous improvement
Innovation & Automation:
Champion the adoption of Generative AI solutions and intelligent agents to transform incident handling and customer support
Drive automation initiatives to reduce manual toil, optimize billing systems, and simplify operational processes
Build self-healing mechanisms and automated remediation workflows to improve system resilience
Leverage AI/ML technologies for predictive analytics to prevent potential issues before they impact customers
Foster a culture of innovation where team members are empowered to experiment with new technologies and approaches
Cross-Functional Collaboration:
Partner closely with Software Development Managers (SDMs) leading billing development teams to align on priorities and improvements
Collaborate with partner teams across MADS, including Measurements, AdTech, and Data Science organizations
Work with Product Management to represent customer pain points and influence product roadmap decisions
Coordinate with global teams across multiple regions (US, EU, JP, MX, AU) to ensure consistent support coverage
Build strong relationships with stakeholders at all levels, including SVP-level visibility on key initiatives
Technical Leadership:
Maintain deep technical expertise in distributed systems, billing platforms, and AWS cloud technologies
Guide architectural decisions for support tools, automation frameworks, and operational systems
Review and approve technical designs for complex automation and tooling projects
Stay current with emerging technologies and evaluate their applicability to support operations
Lead technical deep dives and serve as an escalation point for the most complex technical issues
Process & Quality Management:
Establish and continuously improve support processes, runbooks, and operational documentation
Implement quality assurance mechanisms to ensure consistent and high-quality customer interactions
Drive adoption of best practices across the support organization
Measure and improve key customer success KPIs including resolution time, customer satisfaction, and first-contact resolution
Build scalable processes that can support 10X growth in transaction volume
Basic Qualifications
5+ years of engineering experience with at least 2+ years in a technical leadership or management role
Experience managing teams of engineers in a support, operations, or development capacity
Strong technical background in software development, distributed systems, or technical support
Experience with incident management, on-call operations, and maintaining high-availability systems
Proven track record of driving operational excellence and process improvements
Preferred Qualifications
8+ years of experience in software engineering, technical support, or site reliability engineering
Experience managing support operations for large-scale distributed systems or SaaS platforms
Deep knowledge of AWS services and cloud-based architectures
Experience with billing, payments, or financial systems
Track record of implementing automation and AI/ML solutions in operational contexts
Experience working with global teams across multiple time zones and regions
Strong data-driven decision-making skills with experience presenting to senior leadership
Bachelor's or master's degree in computer science, Engineering, or related technical field
Experience with Agile methodologies and DevOps practices
Proven ability to hire, develop, and retain high-performing technical teams
Basic Qualifications
- 3+ years of data analysis work and leveraging analytics to make decisions experience
- 3+ years of managing IT environments on behalf of customers experience
- 5+ years of technical support work, engineering or operations environment experience
- Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field
- Knowledge of operating systems, hardware, storage, network, security, database administration and cloud infrastructure
- Experience in data analysis and leveraging analytics to make decisions
- Experience in technical support work, engineering, or an operations environment
- Experience in management: developing engineers into managers and building teams
Preferred Qualifications
- 3+ years of engineering experience
- Knowledge of AWS and Computing concepts (AWS Elastic Beanstalk, AWS CloudFormation or AWS OpsWorks)
- Experience in direct customer support
- Experience in engineering
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