Support Engineer, Seller and Fulfilment Tech

DESCRIPTION

Job summary
Amazon India is looking for an Support Engineers to join the Engineering team located in Bangalore. The ideal candidate is expected to provide quality technical support and event management for the technical operations of merchant facing systems. He/she should have experience working as a technical support executive or have previously participated in operational support at a enterprise environment. Intermediate knowledge on working with REST APIs, AWS Services like S3/Cloudwatch/API Gateway/Health Metrics, Debugging (Exceptions, Error Codes) and Database queries is expected. This is an excellent opportunity to join Amazon’s world class technical teams, working with some of the best and brightest engineers while also developing your skills and furthering your career within one of the most dynamic, innovative and progressive technology companies anywhere. In addition to a stimulating working environment, Amazon offers mentoring programs with experienced engineers, regular tech talks with technology Principals and defined career paths within multiple streams for motivated engineers who want to contribute to our culture of operational excellence and relentless customer-focused technical innovation.

BASIC QUALIFICATIONS

• 1+ year of development or technical support experience
• Experience troubleshooting and debugging technical systems
• Experience scripting in modern program languages

• A degree in Computer Science or at least one years relevant experience in a large-scale online technical operations environment
• Excellent written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
• Effective organisational skills to maintain a consistently high standard of operations in a busy environment
• Confidence to initiate, drive and manage company-wide conference calls
• Strong knowledge of the computer science fundamentals and good understanding of multi tiered software systems
• Excellent troubleshooting skills and a proven documentation methodology

PREFERRED QUALIFICATIONS

• Get there first; be the first to detect and diagnose service impacting events
• Provide critical technical support, incident response and incident management to seller experience internal customers to include monitoring and management of communications during high impact events (via conference calls utilizing an established Event Management process) and close collaboration with level-two and level-three resolvers
• Drive down mean time to resolution for all incident types
• Automate select systems administration tasks through creation and maintenance of scripts and tools
• Automate various system configuration and maintenance tasks
• Troubleshoot Application issues
• Website and corporate load balancer configuration and troubleshooting
• Respond to and complete customer requests to SLA via Remedy trouble ticketing system
• Provide monitoring support for all customer-facing services
• Identify and troubleshoot recurring platform issues. Effective escalation of same to mid and senior level engineering teams for full resolution
• Engage disparate resolver teams to resolve application/platform interaction issues
• Create and review documentation and process regarding recurring issues, new standard operating procedures, knowledge transfer material, etc.
• Mentor junior staff in basic Linux system administration, and assist in the formulation of a structured training plan
• Participate in entry level interviewing