Support Engineer III

Job Description

About Amazon PayAmazon Pay provides a wide range of payment solutions to merchants and buyers. Amazon Pay makes it simple for hundreds of millions of customers around the globe to pay for products and services using the information already stored in their Amazon accounts. To make a payment, buyers can use any of the payment methods in their Amazon account.About Support Engineering TeamWe enable Amazon pay to go fast by providing real-time feedback on production systems. We work side by side with the product family and platform developers to maintain and improve services and performance. We live the company values with a strong customer focus and possess a healthy sense of urgency. We are a heavily data-driven team, utilizing a variety of data collection, enrichment, analytics and visualizations to learn about our complex systems.We believe in Work Hard. Have Fun. Make History value by having a strong focus on sharing learning experiences from the front line with the development teams. So, the options for people in the team are vast. If you like mastering a domain and going deep, we need you. If you can juggle three tasks and coordinate with multiple people in the heat of an incident, we need you. If you love the benefits of process and methodical improvement, you will love it here. If you want to keep your head down, headphones on, and bash out code to support the team, we have a spot for you too.The team is filled with customer focused individuals that champion and support industry-leading payment gateway. We challenge one another every day and hold ourselves accountable for our work product as well as our customers overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues.We wake up every morning asking ourselves how we can improve the customers experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution.About your roleThis isnt your ordinary Support Engineer role. If you love solving the deepest tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Amazon Pay is a rapidly growing business within Amazon, and the Support team is changing its focus to allow it to scale with the business. Amazon Support Engineers are responsible for improving our customers experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.You will be required to deeply understand technology landscapes, and evaluate the use of new technologies. You will be influential within your team and work with peers and senior leaders to define and revise the standards for operational excellence across Amazon pay. You will consistently tackle abstract issues that span multiple functional areas and drive your team to push for improvements that can scale across other teams, services, and platforms.Wed love it if you bring in a deep understanding of modern Cloud infrastructure, programming expertise, operational experience, and a desire to change the status quo. Well support you with robust backend systems, mature processes, and a motivated team with a strong desire to improve customer experience. Were looking for an engineer who can analyze and help improve our monitoring and processes to get us to an even higher level of availability, scalability, and reliability.Amazon pay support engineering team is a rapidly growing group within the organization. We are in the process of building our teams, tools, and systems as part of our mission to build the best services in the world. This is a truly exciting team to join., BE or Equivalent qualification 5+ years of experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience In-depth understanding of AWS, Python and Scripting languages Familiarity with database concepts (e.g., Redshift, DynamoDB or Postgres) Well rounded experience with monitoring systems, dashboards (ELK, Splunk, Job Schedulers) Strong degree of empathy for the customer experience Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills. Excellent verbal and written communication skills Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior leaders Strong understanding of support processes SLA, handling tickets, monitoring, processes and metrics. Understanding of the complete deployment life cycle from design, build, test, deploy Experience in managing high performing team. Strong decision-making ability Experience in development (as a developer or managed development teams) would be a plus - You are an engineer with computer science or similar background- You have experience in ITIL and DevOps ecosystem- You have proven experience in incident, problem and change management practices and handled high impact incidents.- You bring in 2-4 years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience- In-depth understanding of AWS, Python and Scripting languages- Strong degree of empathy for the customer experience- Able to handle high impact incidents, perform pattern, root cause analysis and drive to logical closure- Excellent communication skills, possessing the ability to support customers over email, phone or screen-shares

Keyskills :
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