Senior Support Engineer

Are you interested in joining the team behind Amazon s newest innovation? Come help us work on world class software for our customers!

The Amazon Kindle Reader and Shopping Support Engineering team provides production engineering support and is also responsible for providing multifaceted services to the Kindle digital product family of development teams and working with production operations teams for software product release coordination and deployment. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.

Job responsibilities

Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
Work on operations and maintenance driven coding projects, primarily in Java and C++
Software deployment support in staging and production environments
Develop tools to aid operations and maintenance
System and Support status reporting
Ownership of one or more Digital products or components
Customer notification and workflow coordination and follow-up to maintain service level agreements
Work with support team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

Key job responsibilities
On a typical day engineers might dive deep into understanding the root cause of customer issue, investigate why a metric is trending the wrong way, consult with top engineers at Amazon, or discuss radical new approaches to automate operational issues.

Our senior support engineering roles help engineers develop a broad range of skills. Experienced systems development engineers often have leadership impact on their teams by becoming subject matter experts on several services. They develop, build, deploy, operate, sustain, and grow the services in cloud production environments. They are able to utilize trends and metrics to identify opportunities for improvements. They help develop and refine procedures used by their team and internal customers. They are able to develop at a high standard and can deal with new and ambiguous problem domains, while consistently delivering customer impacting change. - 5+ years of software development, or 5+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in Unix
- Experience scripting in modern program languages
- Experience in agile/scrum or related collaborative workflow