Amazon
Job ID: 2981124 | Amazon.com Services LLC
Join the rapidly growing Advertising division at Amazon, where our Demand Side Platform (DSP) is making waves in the e-commerce advertising landscape. As a key player in our DSP Support Engineering team, you'll be instrumental in resolving customer-impacting issues and enhancing the quality of our platform to meet the demands of major advertisers globally.
If you are passionate about solving complex technical problems in a fast-paced and innovative environment, then this role is designed for you. Your ability to learn quickly, manage overlapping tasks, and collaborate across teams will be vital in driving customer satisfaction.
Key Responsibilities:
Diagnose, troubleshoot, and resolve systemic customer issues affecting the Demand Side Platform.
Drive visibility into problem themes, ensuring accountability and continuous improvement in the customer experience.
Collaborate with business partners to identify root causes and develop solutions.
Create Standard Operating Procedures (SOPs) and develop automated tools to enhance quality and operational efficiency.
Work cross-functionally to implement best practices in troubleshooting and issue resolution.
Mentor and guide fellow support engineers through knowledge sharing and best practice reinforcement.
A Day in the Life:
Your day starts with reviewing your support queue, prioritizing and addressing 3-5 technical issues daily. Collaboration with engineering teams will be essential for diagnosing problems and providing timely customer updates. You'll also dedicate 1-2 hours daily to project work, such as developing automation tools and refining SOPs.
About the Team:
The Amazon DSP Support Engineering team is responsible for assisting enterprise advertising clients by tackling intricate technical challenges related to advertising. The team plays a vital role in ensuring seamless operation and delivery by managing technical troubleshooting and resolution for issues in UI, reporting, targeting, and overall delivery.
Qualifications:
Basic:
3+ years in software development or technical support.
Proficient in scripting with modern programming languages.
Strong skills in troubleshooting and debugging systems.
Experience working in agile/scrum environments.
Ability to effectively communicate with customers during issue resolution.
Proficient in SQL, including complex queries and large data analysis.
Preferred:
Understanding of distributed or enterprise applications.
Experience with UNIX/Linux operating systems.
Skills in analyzing and troubleshooting RESTful web API calls.
Familiarity with AI/ML technologies, including generative AI and Large Language Models (LLMs).
We are proud to be an equal opportunity employer, committed to an inclusive culture that empowers employees to achieve excellence. We offer comprehensive compensation packages, including competitive salaries, equity, and a range of benefits.
This position is based in our [insert precise work address here] and will remain posted until filled. Please apply through our career site.