Support Engineering Manager - III, Amazon Pay

If you love solving the deepest tech problems, enjoy working with all types of customers from around the world, love variety, this job has it all in spades. 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. You will be working on security initiatives and are responsible to drive and implement solutions from security perspective including but not limited to building tools, implementation of strategic initiatives within engineering teams, driving and governance of security processes.

Key job responsibilities
. Lead a team in supporting our business teams worldwide by providing critical product support
Technically lead your team and act as a subject matter expert for one or more services
Lead large multi-team projects and resolve the most complex support issues
. Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies
Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
. Complete analysis and present periodic reviews of operational performance and KPIs
Think proactively and work to prevent support issues before they are realized
Regularly work with management to assign tasks and small projects to other Support Engineers
Take a role in the strategic direction of the team
Play a significant role in hiring, mentoring, and training employees
Demonstrate excellent judgment when making decisions

About the team
Amazon Pay s mission is to be the most preferred way for Amazon customers to pay, no matter where they are paying. We deliver experiences that bolster the trust customers already hold for Amazon. We consistently improve our product to drive differentiated convenience and value customers expect from Amazon, with features that Amazon can deliver for our customers better than anyone else. We are a start-up within one of the world s largest companies, embracing a how might we? mindset in front of any obstacle we face to scale. . Bachelors degree in Computer Science, Engineering or related technical field
8-10 years experience in software development, testing or support engineering
5+ years of technical lead experience
5+ years in hiring, developing and evaluating performance of engineers
Hands on experience in Perl/Shell scripting, C/C++/Java, SQL queries and Linux commands