Amazon.com Support Engineer Manager in Seattle, Washington

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.

Amazon’s Seller Performance organization is responsible for ensuring that sellers deliver perfect ordering experiences to Amazon customers. We are a highly visible feature with a significant impact on Amazon’s bottom line, but we are still a small team. We like to experiment, fail fast and learn from the experience. You'll learn plenty from your future teammates and you'll find us eager to learn from you as well.

We’re looking for a strong technical leader who is passionate about delivering great operational support by using best practices and implementing processes and solutions that address real customer problems while supporting our engineering teams. In order to succeed you need to have great intuition - Amazon teams run like businesses giving you the control to run things the way you see fit, allowing you as a manager to be responsible for your team top to bottom. You’ll have a team of brilliant engineers to help you deliver but you’ll get to roll up your own sleeves and dive deep as well. We’re interested in someone that can not only lead and mentor a great new team but also help us create a fun environment in the process.

Responsibilities

As the manager of our Support Engineering team you will be responsible for managing a team of support engineers who focus on developing a deep understanding of our customer space and the systems that back them. Your engineers will help support our vast virtual server infrastructure, deep dive logs, troubleshoot and triage bugs in our code base, and assist our engineering teams in finding root cause issues. You will affect prioritization and be the customer ambassador in engineering. In addition you will also:

  • Provide insight into operational issues in the 3rd party marketplace as it impacts seller performance, including identifying patterns and root causes, delivering tools for troubleshooting, and educating the seller support organization.

  • Own operational efficiency goals in conjunction with the programs teams and execute on a roadmap that is focused on eliminating operational burden and streamlining ticket resolution.

  • Build a team of highly capable, curious and inventive individuals who provide support for incoming operational requests.

  • Coordinate with all program teams within Seller Performance to create operational best practices and help provide operational and system health visibility across the organization.

  • A bachelor’s degree in Computer Science or related discipline, or equivalent experience

  • 3+ years of technical management experience

  • Highly technical - hands-on software engineering experience is a must

  • Skilled in risk management, business risk analysis and making complex business/risk trade-off recommendations and decisions

  • Extensive project leadership experience

  • Experience with service-oriented architectures and web services

  • Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences

  • Experience mentoring junior engineers to improve their skills and provide career guidance

  • Demonstrated skill and passion for operational excellence

  • Experience in a 24/7 production environment is a plus

  • Proven ability to understand large systems, drilling down to code level

AMZR Req ID: 462444