• Support Engineer - II

    Location US-WA-Seattle
    Posted Date 2 weeks ago(10/8/2018 1:15 PM)
    Job ID
    727119
    Company/Location (search) : Country (Full Name)
    United States
  • Job Description

    Amazon delights millions of customers around the world. Meet the behind the scenes team that enables our Human Resource and Operations Leaders to make informed decisions. The Amazon PeopleInsight team builds reporting and web-based analytics tools for our teams that fulfill customer promise every day. Whether it is Fulfillment Center team that delivers your Prime order in two days, our Amazon Locker team that lets you pick up your package anytime that is convenient for you, our Prime Now team getting you lunch in under an hour, or one of many more, the PeopleInsight group is there providing analytical solutions for our global operations businesses.

    We are looking for passionate, experienced support engineers who can deliver at Operational Excellence and improving the stability, reliability and improve direct customer satisfaction. The nature of interactions needs leadership and ownership to drive to closure issues that need multi party participation. Our goal is to provide the best technical support available anywhere. We are looking for highly analytical and articulate individuals to provide high quality technical support for PeopleInsight products.

    Support Engineers in the team need a strong understanding of scripting and automation. They need to be excellent at deep diving on issues, think out of the box on approaching root cause analyses, be meticulous in finding and fixing issues and have an engineering driven approach to solving problems. They are the owners of the systems and processes in production and need to demonstrate a high level of ownership on the quality and reliability of the operational readiness of the systems. They should have practical experience in working with large scale distributed systems, experience with web-based applications and/or web services-based applications. Communication, ability to influence, deep dive and be quick to react to events are also core capabilities that are desired.


    RESPONSIBILITES
    • Provide technical assistance and support as part of a global support organization
    • Work closely with software development engineers and product managers to improve our products
    • Incident Management, Problem Management and Change Management
    • Provide technical support to customers, resolving issues within SLAs
    • Follow notification and escalation procedures
    • Follow standards for communications with business involving operational issues
    • Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement effective solutions
    • Work closely with internal support teams to improve support procedures and mechanism.
    • Identify opportunities and automate various processes and technical solutions



    Basic Qualifications

    • Bachelor’s Degree in Computer Science or related field
    • 1+ years professional experience in software development and support
    • Understanding of Computer Science fundamentals in object-oriented design, and Data Structures
    • Excellent problem solving skills
    • Proficiency in, at least, one modern programming language such as C, C++, Java, or Perl
    • UNIX, shell scripting
    • Technical deep dive and automation, trouble shooting

    Preferred Qualifications

    • Expertise in object-oriented design and coding skills (Java and/or C/C++ preferably on a UNIX or Linux platform)
    • Web services and web application/services understanding and troubleshooting, bug fixing, deep dive experience.
    • Experience understanding, maintaining and troubleshooting distributed/scalable systems and high-volume transaction applications in a 24/7 environment.
    • Integration with external and web APIs, networking

    Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
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