Support Engineer I - External Customer, Partner Tech Engineering

About the role

Amazon Advertising is looking for Support Engineers to help external customers build business-critical applications on its Advertising API. The role represents Amazon by investigating technical issues, working with API developers to ensure compliance with program policies, identifying gaps in technical solutions and patterns of API misuse, and developing processes and prevention strategies to improve the developer experience. It combines on-call duties, operational tasks and software development.

Key responsibilities

• Troubleshoot, debug, evaluate and resolve system-generated alerts, and make feature enhancements and bug fixes
• Manage systems and hosts, perform software deployments and migrations, and automate routine operational tasks
• Develop tools and automation to move toward human-free operations
• Provide solutions to product and API questions raised through partner engagements
• Identify key product architecture components and build solutions that unblock partner integrations
• Write code samples, tutorials and technical articles for the developer community
• Audit partner behavior to ensure compliance with program policies
• Work with customers to understand their use of the service and give feedback to development teams
• Collaborate with internal stakeholders on timely customer communication during critical events
• Drive projects that improve support processes and the developer support experience

Required profile

• 1+ year of software development or 1+ year of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in English-language communication, written and verbal
• Experience supporting production or mission-critical environments, including ticketing, monitoring/metrics and troubleshooting

Required skills

• Working with REST API-based services
• Working with databases and SQL
• Preferred: knowledge of web services, distributed systems and web application development
• Preferred: knowledge of AWS or other cloud technologies