Technical Support Engineer I, Integrations (Amazon Shipping)

About the role

Amazon Shipping delivers packages for businesses across the United States and Europe, and its APIs let shippers, e-commerce platforms and shipping software partners get rates, buy labels and track packages. The External System Integrations team keeps those integrations running, and this role supports shippers and partners who build business-critical integrations on the shipping APIs. You will investigate failing API calls, reproduce issues, resolve what you can and hand off the rest with a clear write-up.

Key responsibilities

• Investigate and resolve support cases covering API errors, failed label creation, authentication problems, rate and coverage questions, and tracking data issues.
• Analyze request and response payloads, HTTP status codes and service logs to tell whether the issue lies with the customer's request, their configuration or the platform.
• Reproduce reported issues in sandbox and test environments.
• Follow runbooks and escalation paths, escalating critical, high-impact issues promptly.
• Hand off out-of-scope issues with a clear summary of customer impact, steps taken, evidence gathered and the open question.
• Help new developers on board, including registration, credential setup and sandbox testing.
• Track escalated cases to closure and keep customers informed.
• Participate in an on-call rotation to respond to critical issues for customers in the United States and Europe.
• Write and update runbooks and knowledge base articles, and script small automations that remove repeated manual steps.

Required profile

• 1+ years of software development, or 3+ years of technical support experience.
• Experience troubleshooting and debugging technical systems.
• Experience working with databases and SQL.
• Preferred: bachelor's degree in computer science or equivalent; experience supporting production or mission-critical environments, including ticketing, monitoring and metrics; fluent written and spoken English; scripting experience (e.g. Python, Perl, Ruby); knowledge of AWS or cloud technologies; knowledge of OAuth 2.0 or other token-based authentication; experience in logistics, e-commerce, retail or advertising; experience with API testing tools such as Postman or cURL.

Required skills

• REST API services, REST web services, XML and JSON
• SQL and databases
• Preferred: Python, Perl, Ruby, AWS, OAuth 2.0, Postman, cURL