Sr. Support Engineer, Demand Enablement and Product Operations

Job description

As a technical support leader for the Amazon Demand Side Platform (DSP) Troubleshooting organization, you are regarded across the company as an authority on DSP issue resolution. You evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined, delivering independently with limited guidance.

You provide visibility into recurring problem themes and drive the accountability and action needed for continuous improvement of the customer experience. You break complex problems into actionable workstreams that multiple engineers can run in parallel, and you interface with operations and business partners to determine root cause. You manage organization-wide outages with accurate documentation and timely resolution, lead retrospectives, author COEs, and drive the resulting actions to long-term closure.

You lead cross-functional initiatives that build repeatable troubleshooting solutions, and you develop SOPs and automated tools — applications, improvements, and scripts — that eliminate regressions and improve quality and efficiency. As an expert in system design, you contribute to organization design reviews for new products to ensure supportability, scalability, and performance are built in from the start, and you influence leaders to set the right goals and make decisions that produce measurable outcomes.

You collaborate across support and engineering teams to resolve issues and embed troubleshooting best practices, and your approach sets the standard for operational excellence. You play a significant role in team growth through onboarding, mentoring, hiring, and guide peer support engineers through knowledge shares and by reinforcing best practices,

Key job responsibilities

- Evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined.

- Provide visibility into recurring problem themes and drive accountability and action for continuous improvement of the customer experience.

- Interface with operations and business partners to determine root cause, and break complex problems into workstreams that multiple engineers can run in parallel.

- Develop SOPs and automated tools (applications, improvements, and scripts) that eliminate regressions and improve quality and efficiency.

- Collaborate across support and engineering teams to embed troubleshooting best practices, and mentor peer support engineers through knowledge shares.