Software Support Engineering Manager

The Amazon Digital team is looking for a passionate, results-oriented, operationally focused engineering support manager to support the fast evolving and expanding Digital space. The role encompasses managing a growing support engineering team that is providing support (tier-3, escalations to engineering teams) for multiple products and platforms for the Audible business, engineering development support (root cause analysis, code fixes), Customer support self-service (Tools development) and business decision making support (data mining, report generation, scripting). The Digital Support Engineering team comprises of world class engineers with technical skills blending systems and software engineering.

We are looking for a technical manager with experience managing software engineering support team or equivalent and a track record of driving projects to improve software development/business/customer service support-related processes and the technical support experience. A successful candidate will be an experienced technical manager who is willing to take on a challenging space, has a strong metrics focus, has strong customer focus and ability to lead technical teams and loves a fast-paced environment. If you fit the profile we would love to talk to you.

Responsibilities include direct management of a team of 6-9 support engineers, process and service improvements, monitor and improve day-to-day operational efficiency, planning, some project management for software within the team, enhancing and maintaining a best-of-class engineering team, and management of resources across teams. The role also involves driving smaller scope development projects and building custom tools. - Bachelors/ Master s degree in Computer Science, Engineering or related technical field
- 5+ years of People Management, Program Management, Support engineering experience in related field.
- Customer-centric orientation as evidenced by the quality and efficacy of products, services, and support delivered.
- A creative problem solver who proactively seeks out system/process improvements in support of his/her customers
- Strong understanding of technology and product design and architecture
- Strong program/Project management skills working across teams and stakeholders
- Proven ability to manage multiple, competing priorities simultaneously
- Strong sense of ownership, urgency, and drive