Amazon
Support Engineer IV, Amazon Publisher Monetization (APM)
Amazon, New York, New York, us, 10261
Description
Advertising is a complex, multi-sided market with many technologies at play across the industry. The industry is rapidly growing and evolving as audiences shifting from traditional media to streaming audio and video in addition to web and mobile. The Amazon Publisher Monetization team is responsible for defining and delivering a collection of ad products that enable agencies and direct advertisers to buy Amazon video, audio and display media across a network of publishers and devices. As our business grows, we are launching new advertising capabilities, inventory supply, and measurement technologies, which span multiple teams with Amazon. The Support Engineer will own technical troubleshooting and resolution of all customer related issues related to our sell side and buy side technology, with a specific focus on campaign delivery issues spanning UI, reporting and targeting. Technical acumen and the ability to learn new systems will be critical.
Key job responsibilities
This position requires a combination of strong troubleshooting, technical, communication and leadership skills.
Evaluate, troubleshoot and accelerate the resolution of all systemic customer impacting issues in production.
Provide visibility and drive accountability and action into problem themes for constant improvement of the customer experience.
*Interface with operations and business partners to determine root cause
Design solutions and tools (applications, improvements and scripts) to eliminate regressions and improve quality and operational excellence.
A day in the life
Monitor analytics/discrepancy support queue to ensure aggressive SLAs are met. Handle escalations by leading conversations to address issue blockers and align stakeholders to expedite issue resolution. Contribute to team strategy and evaluate areas to improve efficiencies and maximize SE team impact by driving continuous improvement. This includes defining requirements for projects to improve time to diagnose, troubleshoot and triage customer issues, improving our standard operating procedures, and collaborating with partner development teams.
Basic Qualifications
3+ years of software development, or 3+ years of technical support experience
Experience scripting in modern program languages
Experience troubleshooting and debugging technical systems
Experience in agile/scrum or related collaborative workflow
Experience troubleshooting and documenting findings
Preferred Qualifications
Knowledge of distributed applications/enterprise applications
Knowledge of UNIX/Linux operating system
Experience analyzing and troubleshooting RESTful web API calls
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Advertising is a complex, multi-sided market with many technologies at play across the industry. The industry is rapidly growing and evolving as audiences shifting from traditional media to streaming audio and video in addition to web and mobile. The Amazon Publisher Monetization team is responsible for defining and delivering a collection of ad products that enable agencies and direct advertisers to buy Amazon video, audio and display media across a network of publishers and devices. As our business grows, we are launching new advertising capabilities, inventory supply, and measurement technologies, which span multiple teams with Amazon. The Support Engineer will own technical troubleshooting and resolution of all customer related issues related to our sell side and buy side technology, with a specific focus on campaign delivery issues spanning UI, reporting and targeting. Technical acumen and the ability to learn new systems will be critical.
Key job responsibilities
This position requires a combination of strong troubleshooting, technical, communication and leadership skills.
Evaluate, troubleshoot and accelerate the resolution of all systemic customer impacting issues in production.
Provide visibility and drive accountability and action into problem themes for constant improvement of the customer experience.
*Interface with operations and business partners to determine root cause
Design solutions and tools (applications, improvements and scripts) to eliminate regressions and improve quality and operational excellence.
A day in the life
Monitor analytics/discrepancy support queue to ensure aggressive SLAs are met. Handle escalations by leading conversations to address issue blockers and align stakeholders to expedite issue resolution. Contribute to team strategy and evaluate areas to improve efficiencies and maximize SE team impact by driving continuous improvement. This includes defining requirements for projects to improve time to diagnose, troubleshoot and triage customer issues, improving our standard operating procedures, and collaborating with partner development teams.
Basic Qualifications
3+ years of software development, or 3+ years of technical support experience
Experience scripting in modern program languages
Experience troubleshooting and debugging technical systems
Experience in agile/scrum or related collaborative workflow
Experience troubleshooting and documenting findings
Preferred Qualifications
Knowledge of distributed applications/enterprise applications
Knowledge of UNIX/Linux operating system
Experience analyzing and troubleshooting RESTful web API calls
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.