Overview
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 Amazon's catalog is complete, correct and, comprehensive enough to give Amazon customers a great shopping experience every time. That's where you can help.
Key responsibilities
* Act as a sharp, experienced Application Engineer (AE) with a diverse skillset and background, serving as a technical lead and subject matter expert for one or more services.
* Be viewed as a support leader throughout the larger organization and regularly engage to work on cross-team planning.
* Lead large multi-team projects and resolve the most complex support issues; understand the business impact of support decisions and drive the team to improve operational efficiency through development of SLAs, metrics, monitors, procedures, tools, and documentation.
* Regularly work with management to assign tasks and small projects to other Support Engineers.
* Design and develop complex high performing scripts and applications; collaborate with other Amazon leaders to share ideas and improve support across the company.
* Play a significant role in hiring, mentoring, and training employees; mentor individuals and the community on advanced technical issues and help managers guide career growth.
* Demonstrate excellent judgment in decision making; participate in on-call support for alarm monitoring, application infrastructure and bug fixes; onboard clients to the platform and familiarize them with platform features.
* Engage in customer interactions, problem solving, and root-cause analysis to improve service quality and reliability.
BASIC QUALIFICATIONS
* 5+ years of software development or technical support experience.
* Own support activities for services and regularly work with development teams to establish and improve service support.
* Strong understanding of software development principles, design patterns and best practices.
* Ability to understand/debug existing code and write clean, efficient code.
* Good understanding of relational database management systems (MySQL, PostgreSQL) using SQL.
* Familiarity with software testing principles; ability to apply testing concepts.
* Provide technical guidance and mentor junior engineers; analyze complex technical solutions and propose innovative solutions.
* Strong communication with cross-functional teams, stakeholders, and clients; handle high-impact incidents and drive to root cause analysis and resolution.
* Excellent customer-facing communication skills (email, phone, screen-share) and strong teamwork across roles.
PREFERRED QUALIFICATIONS
* Strong understanding of support processes (SLA, ticket handling, monitoring, metrics).
* Hands-on experience with Cloud technologies; experience with distributed/enterprise applications.
* Experience developing automated solutions.
* Experience troubleshooting RESTful web API calls and working in AWS ecosystem.
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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