Support Engineering Manager
DESCRIPTION
The Kindle Team is looking for a passionate, results-oriented, operationally focused engineering support manager to support the fast evolving and expanding Reader eco-system. The role encompasses managing a support engineering team that is providing support for multiple products and platforms, engineering development support (root cause analysis, code fixes), Customer support self-service (Tools development) and business decision making support (data mining, report generation, scripting). The Support Engineering team comprises of world class engineers with technical skills blending systems and software engineering.
We are looking for a technical manager with experience managing software engineering support team or equivalent and a track record of driving projects to improve software development/business/customer service support-related processes and the technical support experience. A successful candidate will be an experienced technical manager who is willing to take on a challenging space, has a metrics focus, has customer focus and ability to lead multi-functional teams and loves a fast-paced environment. If you fit the profile we would love to talk to you.
Responsibilities include direct management of a team of 8+ support engineers, process and service improvements, monitor and improve day-to-day operational efficiency, planning, some project management for software within the team, enhancing and maintaining a best-of-class engineering team, and management of resources across teams. The role also involves driving smaller scope development projects and building custom tools.
BASIC QUALIFICATIONS
Bachelor’s degree in Computer Science, Engineering or related technical discipline
- 8+ years of Software/Systems Engineering experience
- 2+ years of experience in hiring, building, and supervising high performance teams.
- An understanding of programming/scripting (Java or C++, Perl, Python or shell scripting)
- In-depth understanding of monitoring and reporting support metrics
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders.
-Knowledge on AWS services and fundamentals.
- Excellent stakeholder management skills.
PREFERRED QUALIFICATIONS
Strong metrics and a focus on operational excellence.
- The ability to hire and develop great people
- The ability to handle multiple competing priorities in a fast-paced environment
- Technical aptitude to quickly grasp complex technical issues and communicate directly with technical teams.
- A proven track record of taking ownership and driving results on technical projects.