Support Engineer IV, ADSP Support Engineering
DESCRIPTION
Advertising is one of the hottest growing areas at Amazon. Our Demand Side Platform (DSP) is becoming increasingly popular with major advertisers worldwide and is competing head-to-head with the big players in the space. Our goal is to make Amazon’s DSP the number one destination for e-commerce advertising anywhere in the world.
The DSP Support Engineering team supports DSP customers across a wide variety of technologies and platforms. As part of the DSPSE team, you will play an instrumental role in solving customer-impacting issues and enhancing the quality of our platform.
The DSPSE team is looking for a Support Engineer who is passionate about solving technical problems and who thrives in a fast-paced environment driven by innovation. This role requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success.
The candidate must be comfortable working across multiple teams to resolve customer-impacting issues and possess the ability to facilitate discussions to troubleshoot issues, remove barriers, drive root cause resolution and follow all possible avenues to get customer issues resolved. They will work closely with engineering teams to not only address customer issues, but will drive solutions to create automation tools to accelerate troubleshooting and improve overall efficiency.
Key job responsibilities
This position requires a combination of strong troubleshooting, technical, communication and leadership skills including the ability to:
- Evaluate, diagnose, troubleshoot and drive resolution of all systemic customer impacting advertising Demand Side Platform issues in production
- Provide visibility into problem themes, and drive accountability and action for constant improvement of the customer experience
- Interface with operations and business partners to determine root cause
- Develop SOPs and automated tools (applications, improvements and scripts) to eliminate regressions and improve quality and efficiency
- Collaborate cross-functionally across other support and engineering teams to resolve issues and implement troubleshooting best-practices and tools
- Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices
A day in the life
You'll start your day reviewing your assigned support queue, analyzing and prioritizing new and ongoing issues, driving resolution on 3-5 technical issues daily.
You will work closely with engineering teams to diagnose, troubleshoot and drive tickets to resolution, as well as, understand the current status of fixes in order to provide timely and accurate updates to our customers.
Approximately 1-2 hours each day will be spent focusing on project work. This may include developing automation tools to accelerate troubleshooting and operational tasks, refining Standard Operating Procedures (SOPs), or collaborating with partner teams to enhance the overall support workflow.
By the end of the day, you’ve not only resolved a few customer issues, but also helped enhance the team's effectiveness by improving our tools and overall efficiency.
About the team
The Amazon DSP Support Engineering team supports our enterprise advertising clients (both agencies and direct advertisers) by working across teams to solve complex technical problems.
The DSP SE team owns technical troubleshooting and resolution of all customer related issues related to the Demand Side Platform (DSP), including UI, reporting, targeting and delivery issues. They are responsible for coordinating response, diagnostics, forensics, ownership determination, and mitigation validation. Technical acumen and the ability to learn new systems will be critical.
BASIC QUALIFICATIONS
- 3+ years of software development, or 3+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
- Proven experience with SQL, including writing complex queries, analyzing data across large data sets.
PREFERRED QUALIFICATIONS
- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.