Support Engineering Manager

Support Engineering Manager - III, Amazon Pay

If you love solving the deepest tech problems, enjoy working with all types of customers from around the world, and love variety, this job has it all in spades. You will be required to deeply understand technology landscapes and evaluate the use of new technologies. You will be influential within your team and work with peers and senior leaders to define and revise the standards for operational excellence across Amazon Pay. You will consistently tackle abstract issues that span multiple functional areas and drive your team to push for improvements that can scale across other teams, services, and platforms. We'd love it if you bring in a deep understanding of modern Cloud infrastructure, programming expertise, operational experience, and a desire to change the status quo. We'll support you with robust backend systems, mature processes, and a motivated team with a strong desire to improve customer experience. We're looking for an engineer who can analyze and help improve our monitoring and processes to get us to an even higher level of availability, scalability, and reliability. You will be working on security initiatives and are responsible for driving and implementing solutions from a security perspective, including but not limited to building tools, implementation of strategic initiatives within engineering teams, and driving and governance of security processes.

Key job responsibilities

1. Lead a team in supporting our business teams worldwide by providing critical product support
2. Technically lead your team and act as a subject matter expert for one or more services
3. Lead large multi-team projects and resolve the most complex support issues
4. Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies
5. Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
6. Complete analysis and present periodic reviews of operational performance and KPIs
7. Think proactively and work to prevent support issues before they are realized
8. Regularly work with management to assign tasks and small projects to other Support Engineers
9. Take a role in the strategic direction of the team
10. Play a significant role in hiring, mentoring, and training employees
11. Demonstrate excellent judgment when making decisions

About the team

Amazon Pay's mission is to be the most preferred way for Amazon customers to pay, no matter where they are paying. We deliver experiences that bolster the trust customers already hold for Amazon. We consistently improve our product to drive differentiated convenience and value customers expect from Amazon, with features that Amazon can deliver for our customers better than anyone else. We are a start-up within one of the world's largest companies, embracing a "how might we?" mindset in front of any obstacle we face to scale.

BASIC QUALIFICATIONS

1. Bachelor's degree in Computer Science, Engineering or related technical field
2. 8-10 years' experience in software development, testing or support engineering
3. 5+ years of technical lead experience
4. 5+ years in hiring, developing and evaluating performance of engineers
5. Hands-on experience in Perl/Shell scripting, C/C++/Java, SQL queries and Linux commands

PREFERRED QUALIFICATIONS

1. You can solve problems at their root, stepping back to understand the broader context
2. You have experience in influencing other teams internally and externally to deliver the right solutions for the end customers
3. You have experience in defining metrics for larger, more complex projects and productivity
4. You have experience in understanding the needs of both business and end customers and translating them into right solutions
5. You have the art of making your team a great place to work and grow
6. You display energy and initiative in solving problems
7. You demonstrate appropriate quality and thoroughness
8. You act with personal integrity at all times
9. You have experience in end-to-end tools development
10. You have demonstrated skill and passion for problem solving and operational excellence
11. You possess the ability to understand, troubleshoot and describe complex technical processes and issues
12. You have clear and effective communication & documentation skills
13. Technical support experience is a definite plus

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 this link for more information.

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.

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