Support Engineer Manager II, Measurements & Data Science
\nAmazon has earned a reputation for excellence in the world by leading innovative technologies. The MADS (Measurements AdTech & Data Science) Billing Support team is seeking an experienced Support Engineering Manager to lead our mission‑critical operations supporting global advertising billing applications at an unprecedented scale.\n
As a Support Engineering Manager for MADS Billing Support, you will lead a team of Support Engineers responsible for ensuring seamless billing experiences for advertisers worldwide. Your team will work with cutting‑edge distributed systems that process multi‑million transactions worth billions in dollar value daily, supporting the MADS Billing platform that enables AdTech worldwide rapid growth.
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Key Responsibilities
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- Lead, mentor and develop a team of Support Engineers, fostering a culture of operational excellence and continuous improvement.
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- Hire, onboard and retain top talent to build a world‑class support engineering organization.
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- Conduct performance reviews, provide coaching, and create career development plans for team members.
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- Mentor engineers transitioning from IC roles to management positions, building future leaders.
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- Drive team engagement and maintain high morale while managing demanding on‑call rotations.
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- Own the operational health of MADS Billing applications, ensuring high availability and performance of critical systems processing hundreds of millions of API requests daily.
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- Establish and maintain SLAs, operational metrics and KPIs to measure team effectiveness and system reliability.
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- Lead incident management processes, ensuring rapid response, effective communication and thorough post‑incident reviews.
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- Lead incident prevention efforts, including Root Cause Analysis and collaboration with development teams to resolve recurring issues.
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- Champion the adoption of Generative AI solutions and intelligent agents to transform incident handling and customer support.
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- Drive automation initiatives to reduce manual toil, optimize billing systems and simplify operational processes.
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- Build self‑healing mechanisms and automated remediation workflows to improve system resilience.
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- Leverage AI/ML technologies for predictive analytics to prevent potential issues before they impact customers.
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- Partner with Software Development Managers and other cross‑functional teams to align on priorities and product roadmap decisions.
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- Maintain deep technical expertise in distributed systems, billing platforms and AWS cloud technologies.
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- Review and approve technical designs for complex automation and tooling projects.
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- Establish and continuously improve support processes, runbooks and operational documentation.
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- Measure and improve key customer success KPIs including resolution time and first‑contact resolution.
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- Build scalable processes to support 10× growth in transaction volume.
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Qualifications
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- 5+ years of engineering experience with at least 2+ years in a technical leadership or management role.
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- Experience managing teams of engineers in a support, operations or development capacity.
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- Strong technical background in software development, distributed systems or technical support.
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- Experience with incident management, on‑call operations and maintaining high‑availability systems.
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- Proven track record of driving operational excellence and process improvements.
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- 8+ years of experience in software engineering, technical support or site reliability engineering.
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- Experience managing support operations for large‑scale distributed systems or SaaS platforms.
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- Deep knowledge of AWS services and cloud‑based architectures.
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- Experience with billing, payments or financial systems.
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- Track record of implementing automation and AI/ML solutions in operational contexts.
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- Experience working with global teams across multiple time zones and regions.
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- Ability to hire, develop and retain high‑performing technical teams.
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- Bachelor’s or master’s degree in computer science, engineering or related technical field.
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- Experience with Agile methodologies and DevOps practices.
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\nOur 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.\n
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or