Manager, Support Engineering

Job description

DESCRIPTION

Our vision for Kindle is to make every book ever published, in any language, available for every customer in less than 60 seconds. The Kindle Store team plays a key role in making this vision happen by providing a shopping experience that help customers discover the next book to read.

Customers shop for Kindle books from a variety of surfaces including desktops/laptops, Kindle eInk devices, Fire Tablets and phones, from mobile browser on their iOS phones and tablets and from Android devices. We provide shopping experiences for customer no matter where they are and what device they have. Each of these devices have different capabilities and form factors. We create services that provide consistent information while providing custom experience for the device the customer is using.

The Kindle Store team is looking for a passionate, results-oriented, and operationally focused leader for our Support Engineering team. This position will have enormous opportunity to drive teams towards Operational Excellence and be the focal point for partners to effectively maintain the service levels.

Some of the key job functions:
- Understand high-level technical aspects of existing systems and services.
- Provide support of incoming tickets, including extensive troubleshooting tasks.
- Work on operations and maintenance driven coding projects
- Develop tools to aid operations and maintenance.
- System and Support status reporting.
- Ownership of one or more Digital Book Store products or components.
- Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
- Work with Development teams for handing-off or taking over active support issues and creating a team specific knowledge base and skill set.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Desired profile

BASIC QUALIFICATIONS

- Bachelor degree in Computer Science Engineering or related technical discipline
- 5-7 years of experience in Support Engineering or Equivalent teams.
- 2+ years experience managing people. Experience in hiring, building, and supervising high performance teams.
- Some experience on UNIX/Linux operating system, Java based technologies and ability to write intermediate level database queries. SQL skills. Understanding of monitoring and metrics
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders.
- Ability to manage multiple team/stakeholder interactions.