Support Engineer IV, ADSP Support Engineering - Amazon

Description 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. This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. The candidate must be comfortable working across multiple teams 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 This position requires a combination of strong troubleshooting, technical, communication and leadership skills. - Evaluate, troubleshoot and accelerate the resolution of all systemic customer impacting Advertising Demand Side Platform issues in production - Provide visibility into problem themes, and drive accountability and action for constant improvement of the customer experience - Interface with operations and business partners to determine root cause - Develop solutions and tools (applications, improvements and scripts) to eliminate regressions and improve quality and efficiency A day in the life Check on the support queues for which you are responsible for incoming tickets. Drive resolution on 3-5 issues per day. Invest 1-2 hours per day on project work including building tools, improving our standard operating procedures, or collaborating with partner development teams to troubleshoot and understand the status of fixes and then using that to update our customers as appropriate. About the team The Amazon DSP Support Engineering team supports our enterprise advertising clients - both agencies and direct advertisers - by working across teams to solve complex technical problems. The Support Engineer will own technical troubleshooting and resolution of all customer related issues related to the Demand Side Platform (DSP), including UI, reporting, targeting and delivery issues Technical acumen and the ability to learn new systems will be critical. 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.