Senior Software Support Engineer

Key job responsibilities :
• Diagnose and resolve complex technical issues in enterprise-level applications, performing deep-dive analysis on logs and metrics.
• Maintain the health of systems, including Linux/UNIX servers and distributed applications, ensuring consistent uptime and availability.
• Develop scripts and automation tools to streamline routine support tasks, improving efficiency and reducing manual intervention.
• Participate in on-call rotations, responding to and resolving critical system issues to minimize downtime and impact on services.
• Work closely with software developers to troubleshoot escalated issues, optimize code, and implement fixes that improve system stability.
• Address customer support tickets promptly, providing clear communication and effective solutions to technical problems.
• Identify areas for improvement, driving initiatives to enhance the reliability, scalability, and performance of systems and processes.
• Set up and manage monitoring tools to proactively detect issues and ensure the system meets performance and availability targets.
• Create and maintain documentation, including standard operating procedures, troubleshooting guides, and knowledge-sharing resources.
• Provide guidance and mentorship to junior engineers, sharing best practices and helping to build a stronger support team.

About the team
The Region Flexibility team is at the forefront of Amazons next phase of growth, building solutions that will define how Music operates in new regions for the next decade. Your work will have a direct impact on the scalability and resilience of Amazons services, ensuring that we can continue to delight customers globally. If you're passionate about solving complex problems in distributed systems and want to be a part of a team shaping the future of cloud infrastructure, wed love to hear from you.

Basic qualifications:

• 4+ years of software development, or 4+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in Unix
• Experience scripting in modern program languages
• B.E. or B.S in Computer Science or a related field
• Proven ability to troubleshoot and identify root causes in complex enterprise-level applications
• Experience in agile/scrum or related collaborative workflows

Preferred qualifications:

• Advanced knowledge of UNIX/Linux operating system and tools
• Experience analyzing and troubleshooting RESTful web API calls
• Strong knowledge of programming, operating systems, and data structures concepts
• Development experience in Java, with understanding of XML/SOAP, web services, and web application development
• Proven track record in working on large-scale, enterprise-level n-tier applications
• Demonstrated experience in Perl, Python, or shell scripts, and web technologies
• Ability to understand technical specifications, distributed systems architecture, and to deep dive into service/application logs
• Demonstrated skill and passion for problem-solving and operational excellence
• Knowledge of AWS products and technologies
• Comfortable communicating cross-functionally and across management levels in formal and informal settings
• Shows creativity and initiative to improve productivity and develop defect reduction strategies using automation or creative processes