Technical Support Engineer I, External System Integrations

About the role

Amazon Shipping connects shippers, e-commerce platforms and shipping software partners through its APIs to get rates, buy labels and track packages. The External System Integrations team keeps these integrations running and fixes them quickly when they break. This role supports shippers and integration partners in building and running business-critical integrations on the shipping APIs, investigating failing API calls, reproducing issues and handing off what cannot be resolved.

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+ year of software development, or 1+ year of technical support experience.
• Experience troubleshooting and debugging technical systems.
• English-language communication skills, written and verbal.
• Preferred: Bachelor's degree in computer science or equivalent.

Required skills

• Experience working with databases and SQL.
• Experience with REST API-based services, REST web services, XML and JSON.
• Preferred: API testing tools such as Postman or cURL; experience supporting production or mission-critical environments, including ticketing, monitoring and metrics.