Full Job Description
Bachelor's degree in computer science, engineering, or a related technical discipline or experience managing a support team
Excellent oral and written communication skills
Ability to juggle many tasks and projects in a fast-moving environment
Strong customer focus
Familiarity with SQL and database technologies
Advertising is one of the hottest growing areas at Amazon. Our Demand Side Platform (DSP) is becoming increasingly popular with major advertisers worldwide and is competing head-to-head with the big players in the space. Our goal is to make Amazon’s DSP the number one destination for E-commerce advertising anywhere in the world. Our team supports DSP customers and we work across a wide variety of technologies and platforms to implement solutions for our customers that reflect our understanding of their needs and leverage our deep e-commerce expertise.
The candidate must be comfortable working across multiple teams to guide support engineers to resolve customer-impacting issues and possess the ability to facilitate discussions to troubleshoot issues, remove barriers, drive root cause resolution and follow all possible avenues to get customer issues resolved. The candidate should have a record of accomplishment of delivering quality, thorough Support Engineering.
Key job responsibilities
Provide oversight to 9 support engineers
Interface with operations, business partners, and 10+ partner engineering teams leads to continuously improve our support procedures
Define requirements for projects to enable support engineers to diagnose, troubleshoot, and fix support issues more quickly
Hire and develop the careers of our support engineers
The position requires a combination of strong management, troubleshooting, communication and leadership skills.
A day in the life
Ensure that 'time to resolution' for support issues is within service level targets. Review ticket metrics to find patterns in root causes of issues. Represent the team on weekly status calls to explain highlights, lowlights, and call out where we need help. Attend partner development team operational excellence reviews to understand the status of fixes owned by those teams and advocate for the resources to fix issues. Conduct 1x1s with the members of the team to stay plugged in and offer feedback and guidance to help them advance toward career goals.
About the team
The Amazon DSP Site Reliability Engineering team supports our enterprise advertising clients - both agencies and direct advertisers - by working across teams to solve complex technical problems. The Support Engineering Manager will own oversight of a team of support engineers focused on technical troubleshooting and resolution across a broad range of ad technology including our Demand Side Platform (DSP) user interface and API, Data Management Platform (DMP) integrations, Private Marketplace (PMP), ad serving, and targeting. Technical acumen and the ability to learn new systems will be critical
Prior experience in ad tech and/or programmatic advertising
Knowledge of AWS is a plus
Knowledge of Unix/Linux operating systems a plus
Experience automating and improving processes
Knowledge of a programming or scripting language (Java, Perl, Ruby, HTML, C#, and/or PHP)
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.