Support Engineer

Imagine being part of a team where your data analysis skills can impact millions of consumers worldwide. In Fulfillment by Amazon (FBA), you will help third-party businesses (our Selling Partners) leverage the robust data and analytics capabilities that Amazon has built over the last 25 years. FBA enables these sellers to offload the heavy lifting of warehousing, payment processing, delivery, returns, and customer service to Amazon. Today, thousands of Amazon Sellers from more than 130 countries fulfill orders to customers in 185 countries using FBA, generating over 3 billion units served in the EU last year alone. In this role, you will use your expertise in data engineering, business analytics, and problem-solving to provide critical insights that drive the success of the FBA program and our selling partners.

Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? FBA is seeking a Support Engineer to assist our business intelligence engineers, investigation specialists, and ML data associates in developing, maintaining, and automating tech solutions with a focus on end-to-end Seller Experience (SX). This includes, but is not limited to, Seller reimbursements, Seller coaching, Seller abuse, Seller Returns, FC operations, AWS security breaches, tech solution documentation, and automating and improving repetitive processes. You will frequently collaborate with program and product managers, who work with global and regional teams to launch new web pages, portals, and tools for our Sellers. Your role will be instrumental in ensuring that all tech-related, business-critical issues preventing Sellers from adopting FBA programs and services are resolved. While we obsess over issue resolution, you will also develop tools to scale our support and service quality, and provide critical input for product prioritization to address root causes of SX issues.


Key job responsibilities
In a typical day, as a Support Engineer, you will:
Trace Seller specific defects across upstream systems and data lake to detect, investigate, and fix the root causes (e. g. , algorithmic bottlenecks, data quality issues, software flaws).
Develop the tools for the efficient Seller coaching.
Assess the health and compliance of Seller-facing and internal web portals used to resolve Seller escalations.
Troubleshoot, diagnose, reproduce (if needed), and fix operational issues in analytics pipelines.
Automate standardized processes using Python scripts.
Provide ad-hoc data using SQL for faster seller escalation case resolution or proactive insights sharing.
Apply case management tools to manage and prioritize issues based on multiple factors, including Seller impact.
Develop visual SX monitoring solutions with alerts (e. g. , in Amazon QuickSight).
Architect tech solutions on AWS to support standardized processes or feed internal systems.
Conduct regular assessments and document technical artifacts created by BIEs to ensure compliance and error-free execution.
Proactively seek solutions to Seller needs, communicate trends to leadership, and suggest innovative tech solutions to make a step change in SX.
Drive internal projects that improve support-related processes and FBA programs SX.
Build and contribute to tech training materials and documentation.

We are open to hiring candidates to work out of the following location: Hyderabad, TS, IND
- Bachelors degree in computer science or a related quantitative field
- 5+ years of hands-on experience in technical support, data engineering, business analytics, or related field
- 5+ years of experience working with and extracting data from relational databases (SQL)
- 3+ years of experience troubleshooting and debugging technical systems
- Experience scripting in modern programming languages (Python)
- Experience in agile/scrum or a similar collaborative workflow
- Demonstrated skills and passion for operational excellence
- ADAPTABLE: You willingly undertake a variety of tasks, switching from complex to routine tasks as needed. You quickly adapt to new technologies and products and work effectively with a variety of personalities and work styles.
- BIG PICTURE: You solve problems at their root by stepping back to understand the broader context.
- PROACTIVE: You demonstrate energy and initiative in solving problems, exploring all possible avenues to get the job done.