Amazon

DESCRIPTION

Do you want to help build the world’s greatest Developer Advocacy team? Amazon is seeking a Solutions Engineer, who will be responsible for all aspects of supporting developer accounts for the Amazon Appstore. As a Solutions Engineer for Content Apps and Partner Engagement (CAPE) team, you will support develop world class technical solutions to enable un-managed developers, distribute their apps and games within the Amazon Appstore, and grow their businesses. As a Solutions Engineer, you will work with third party developers to analyze and resolve issues with application development for general Android, Amazon mobile SDKs and APIs, as well as Amazon Fire devices. You will be interacting with both external developers and internal teams via a number of communication channels to drive solutions that meet developer needs. If you have a passion for the app space, a solid understanding of the technologies involved, and a strong ability to communicate clearly, this role is for you.

Key job responsibilities

• Escalation level debugging and troubleshooting for app developers
• Analyzing, solving, and creating solutions for developers
• Developing documentation and other materials to support developers
• Act as a subject matter expert for Amazon mobile APIs and Services, as well as Amazon Devices
• Driving projects to improve the Amazon developer experience
• Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
• Work on maintenance of coding projects, primarily in Perl or shell scripts, web technologies, and Java based projects.
• Read and understand complex application code and make code fixes to resolve support issues
• Develop tools to aid operations and maintenance.
• Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
• Work with engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.

A day in the life

As a Solutions Engineer on the team, you will work directly with developers, handling incoming queries and dig into details to analyze and resolve issues. Your key responsibilities would be to ensure: 1) Tier-2 support for un-managed partner apps and drive issues to closure working with internal product teams to assist in resolution as needed, 2) New App Launch Support, for un-managed partners 3) Operational Excellence to improve time-to-resolution and reporting on tactical support

About the team

CAPE Developer Support & Engineering (DSE) team manages technical support for customer and partner issues and app feature integrations on Managed Video Partner apps (SPARQ based partner segmentation in US/CA & International countries)

BASIC QUALIFICATIONS

• Bachelor's degree in computer science or equivalent
• 4+ years of technical support experience

PREFERRED QUALIFICATIONS

• 4+ years of software development with object oriented language experience
• Proven track record in working on enterprise level large scale n-tier applications
• Development Experience in C/Java or open source based technologies. Understanding of XML/SOAP, web services, web application development, and industry-standard commerce systems.
• Demonstrated experience in Perl or shell scripts, a sound understanding of web technologies.
• Detailed knowledge of the UNIX/Linux operating system and tools
• Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
• Demonstrated skill and passion for problem solving and operational excellence.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $86,000/year in our lowest geographic market up to $185,000/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.