Support Engineer IV, Sustainable Packaging - Amazon

Description Are you interested in making Amazon's packaging more sustainable, more efficient for our supply chain operations, and more delightful for customers? The Mechatronics and Sustainable Packaging team is seeking a dedicated and solutions-driven Support Engineer to help us run, maintain, and improve the software that decides how we package every customer order. In this role, you will have a front row on how our AI/ML-powered software impacts customers, you will be able to troubleshoot individual issues and draw larger trends from repeated ones, and you will be able to deploy corrective actions. You will be successful in this role if you have a knack for deep diving problems, sifting through multiple data sources to identify root causes, and build tools that allow you to troubleshoot at scale. You will also need to grasp the complex interplay between multiple back-end systems and cultivate a keen sense for their business impact via data analyses performed independently. Key job responsibilities - Provide transparent reporting on key performance metrics to both internal and external stakeholders. - Build new analytics and monitoring capabilities to track KPIs. - Drive the implementation of tools and methodologies to enhance troubleshooting and escalation management efficiency. - Be a technical beacon on the team, proactively identifying and proposing innovative solutions to any roadblocks and challenges, especially in the realm of data engineering and analytics. - Efficiently address and strategize for exploratory and unexpected requests, ensuring they are integrated without hindering the primary business flow. About the team The Sustainable Packaging team delights customers by minimizing packaging at scale. Since 2015, our efforts have lightened Amazon's outbound packaging by over 38%, cutting down packaging material by more than 2 million tons. Join us in our quest to reduce waste for customers, make our packaging more sustainable, and generate substantial savings for Amazon and Selling Partners. We are open to hiring candidates to work out of one of the following locations: Bellevue, WA, USA Basic Qualifications - Experience operating highly available, distributed systems of data extraction, ingestion, and processing of large data sets - Experience troubleshooting and debugging technical systems - Experience troubleshooting and documenting findings - 4+ years of technical support experience - Experience writing SQL queries and creating business intelligence reports using QuickSight or Tableau Preferred Qualifications - Experience with data infrastructures: relational analytic DBMS, Elastic-Search, and Big Data EMR/EC2/Glue/Lambda - Experience dealing effectively with customers during problem resolution and operating efficiently under pressure - Experience defining requirements and using data and metrics to draw business insights 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 $72,300/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.