Support Engineer V, Ads, PubTech, Amazon Ads - Publisher Technology (PubTech)

DESCRIPTION

Advertising is one of the hottest growing areas at Amazon. The PubTech (Publisher Technologies) team builds and operates extensible services that empower publishers (1P and 3P) to improve the monetization of their customer experiences, along with the experiences themselves. We bias toward standards-based and flexible designs that allow publishers the ability to invent on top of our solutions and to interoperate well with other advertising technology providers; both internal and external.

The PubTech Support Engineering team supports Amazon 1P publishers across the Amazon ads tech stack. As part of the team, you will play an instrumental role in solving publisher-impacting issues and enhancing the quality of our platform.

We are looking for a Support Engineer who is passionate about solving technical problems and who thrives in a fast-paced environment driven by innovation. This role requires you to constantly hit the ground running, and your ability to learn quickly and work on disparate and overlapping tasks will define your success.

The candidate must be comfortable working across multiple teams to resolve customer-impacting issues and possess the ability to facilitate discussions to troubleshoot issues, remove barriers, drive root cause resolution and follow all possible avenues to get publisher issues resolved. They will work closely with engineering teams to not only address issues, but will drive solutions to create automation tools to accelerate troubleshooting and improve overall efficiency.

Key job responsibilities
This position requires a combination of strong troubleshooting, technical, communication and leadership skills including the ability to:

- Evaluate, diagnose, troubleshoot and drive resolution of all systemic publisher impacting advertising issues in production
- Provide visibility into problem themes, and drive accountability and action for continually enhancing publisher experience
- Interface with engineering and product teams, and business partners to determine root cause
- Develop SOPs and automated tools (applications, improvements and scripts) to eliminate regressions and improve quality and efficiency
- Collaborate cross-functionally across other support and engineering teams to resolve issues and implement troubleshooting best-practices and tools
- Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices

A day in the life
You'll start your day reviewing your assigned support queue, analyzing and prioritizing new and ongoing issues, and driving resolution on open technical issues daily.

You will work closely with engineering teams to diagnose, troubleshoot and drive tickets to resolution, as well as, understand the current status of fixes in order to provide timely and accurate updates to our publishers.

Approximately 1-2 hours each day will be spent focusing on project work. This may include developing automation tools to accelerate troubleshooting and operational tasks, refining Standard Operating Procedures (SOPs), or collaborating with partner teams to enhance the overall support workflow.

BASIC QUALIFICATIONS

- 4+ years of software development, or 5+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience dealing effectively with publishers during problem resolution and operating efficiently under pressure
- Experience troubleshooting and documenting findings