Manager, Support Engineering, RBS

Retail Business Services (RBS) supports Amazon s Retail business growth WW through three core tasks. These are (a) Selection, where RBS sources, creates and enrich ASINs to drive GMS growth; (b) Defect Elimination: where RBS resolves inbound supply chain defects and develops root cause fixes to improve free cash flow and (c) supports operational process for WW Retail teams where there is an air gap in the tech stack. The tech team in RBS develops automation that leverages Machine/Deep Learning to scale execution of these high complex tasks that currently require human cognitive skills. 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.

We believe in Work Hard. Have Fun. Make History value by having a strong focus on sharing learning experiences from the front line with the development teams. So, the options for people in the team are vast. If you like mastering a domain and going deep, we need you. If you can juggle three tasks and coordinate with multiple people in the heat of an incident, we need you. If you love the benefits of process and methodical improvement, you will love it here. If you want to keep your head down, headphones on, and bash out code to support the team, we have a spot for you too.

We challenge one another every day and hold ourselves accountable for our work product as well as our customers overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues.

We wake up every morning asking ourselves how we can improve the customers experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution.


Work/Life Balance

RBS Tech team puts a high value on work-life harmony. It isn t about how many hours you spend at home or at work; it s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and we encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we re building an environment that celebrates knowledge sharing and mentorship. Our senior members enjoy one-on-one mentoring, detailed and constructive code reviews. We have casual coffee chats with Principal & Senior Engineers from RBS tech where you could have technical conversations around your work, technical challenges, suggestions, ideas and proposals and also seek advice and discuss about things outside work, like, life in general, your family, hobbies etc. We provide trainings to the employees through online learning platforms such as Oreilly and also encourage them to take up AWS/ML certifications.



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.

About the team
Retail Business Services (RBS) supports Amazon s Retail business growth WW through three core tasks. These are (a) Selection, where RBS sources, creates and enrich ASINs to drive GMS growth; (b) Defect Elimination: where RBS resolves inbound supply chain defects and develops root cause fixes to improve free cash flow and (c) supports operational process for WW Retail teams where there is an air gap in the tech stack. The tech team in RBS develops automation that leverages Machine/Deep Learning to scale execution of these high complex tasks that currently require human cognitive skills. BS in Computer Science/Engineering or equivalent industry experience.
10+ years of development/technical support experience. Out of which 2+ years should be into development as an IC or manager.
3+ Years of team management 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.