Manager, Support Engineering, RBS Tech

Amazon. com (http://amazon. com/) operates in a virtual, global eCommerce environment in seven countries across the Globe. Every day, millions of customers rely on Amazon to give them access to one of the worlds largest selection of consumer goods through our online shopping sites.

To continue to delight and exceed our customer & selling partner expectations, at Amazon, we take the quality of the catalog data that drives this selection very seriously. The Amazon Retail Business Services (RBS) group provides technologies that curate, correct and augment catalog data on behalf of the Amazon selling community. Our solutions ensure that information in Amazons catalog is complete, correct and, comprehensive enough to give Amazon customers a great shopping experience every time. Thats where you can help.

As a Support Manager in RBS tech team, you will be responsible for leading a team of application/support engineers to support products across RBS. The role includes managing a growing support engineering team that is providing production ticket support, maintaining multiple products and services, creating process automation scripts and handling ad-hoc operational asks. The support team will also develop tools and utilities to improve the overall support and customer onboarding experience. Support team will be responsible to define the best practices to improve the existing systems and troubleshooting processes. The team will work closely with developers, software development managers and program managers on global expansion/launches of our programs

Key job responsibilities
We are looking for candidate who will lead a team supporting Program and Operations managers who need assistance building and deploying their use cases on our platforms. You will lead and grow an established technical support team to ensure that customer issues are resolved quickly, develop automation and self-service tools, and partner with our development teams to improve the quality customers experience. BS in Computer Science/Engineering or equivalent industry experience.
10+ years of development or technical support experience.
Excellent verbal and written communication skills.
Strong debugging/troubleshooting skills.
Ability to solve complex problems independently.
Strong understanding of support processes - SLA, handling tickets, monitoring, processes and metrics.
Proven ability to write scripts and automation.
Understanding of the complete deployment life cycle from design, build, test and deploy.
Experience in managing team of 7 or more
Experience in hiring and people development