Technical Support Engineer – Amazon Jobs

Job Type: Technical Support Engineer from home
Location: Maine work from home
Company: Amazon

We are seeking a Technical Support Engineer to join our team, where you will play a pivotal role in monitoring and ensuring the performance of our systems. In this role, you will develop metrics, tools, and procedures to proactively monitor system performance, detect and resolve issues, and actively engage with customers to address their needs and feedback. Travel may be required as part of this role.

Responsibilities:

• Performance Monitoring: Develop metrics and tools to monitor system performance, set up alerts, and generate regular reports.
• Issue Resolution: Proactively detect and resolve technical issues using monitoring systems and alerts.
• Standard Procedures: Develop and implement standard operating procedures and mechanisms for gathering customer feedback.
• Customer Engagement: Actively seek solutions to customer needs and propose solutions based on their feedback.
• Problem Management: Develop and implement procedures for problem management, including escalation paths for technical and operational issues.
• Root Cause Analysis: Lead root cause analysis and ideation of preventive measures.
• Product Development: Collaborate with development teams to provide support requirements for new products.
• Documentation and Mentoring: Develop documentation and provide mentoring to new engineers.
• Scripting: Create command-line and SQL scripts for use by support teams.
• Partnership: Build effective working relationships with operations and maintenance partners.
• Feedback Loop: Provide requirements and “voice of the customer” feedback to development and support teams.

Requirements:

Basic Qualifications:

• 4+ years of experience in software development or technical support.
• Proficiency in scripting with modern programming languages.
• Ability to troubleshoot and debug technical systems and document findings.
• Knowledge of UNIX/Linux operating systems.
• Bachelor’s degree in Engineering, Computer Science, or related field.
• Experience with relational database management systems (e.g., MySQL, Oracle).
• Strong problem-solving and analytical skills.
• Effective communication skills across stakeholder groups.
• Knowledge and/or experience with networking and product IT.
• Ability to manage multiple high-priority tasks simultaneously.
• Ability to work independently and prioritize tasks effectively.
• 75% travel expected.

Preferred Qualifications:

• 5+ years of technical support experience.
• Knowledge of distributed and enterprise applications.
• Master’s degree in Engineering, Computer Science, or related field.
• Familiarity with AWS Services and products (e.g., DynamoDB, CloudWatch, S3).
• Excellent written and oral communication skills for both technical and non-technical audiences.
• Demonstrated experience in coding languages (e.g., Java, C++, Python) or networking technologies (e.g., TCP/IP, DNS).

If you are an experienced Technical Support Engineer with a strong technical background and problem-solving skills, we encourage you to apply. Join our team and play a vital role in ensuring the reliability and performance of our systems while actively engaging with customers to address their needs and provide top-notch technical support.