Support Engineer, Sapien

Retail Business Services (RBS) supports Amazons Retail business growth WW through three core tasks. These are (a) Selection where RBS sources creates and enrich ASINs to drive GMS growth; (b) Defect Elimination: where RBS resolves inbound supply chain defects and develops root cause fixes to improve free cash flow and (c) supports operational process for WW Retail teams where there is an air gap in the tech stack. The tech team in RBS develops automation that leverages Machine/Deep Learning to scale execution of these high complex tasks that currently require human cognitive skills. Our solutions ensure that information in Amazons catalog is complete correct and comprehensive enough to give Amazon customers a great shopping experience every time. Thats where you can help.

We believe in Work Hard. Have Fun. Make History value by having a strong focus on sharing learning experiences from the front line with the development teams. So the options for people in the team are vast. If you like mastering a domain and going deep we need you. If you can juggle three tasks and coordinate with multiple people in the heat of an incident we need you. If you love the benefits of process and methodical improvement you will love it here. If you want to keep your head down headphones on and bash out code to support the team we have a spot for you too.

We challenge one another every day and hold ourselves accountable for our work product as well as our customers overall success. We all enjoy the interactions with the customers problem solving digging into complex issues.

We wake up every morning asking ourselves how we can improve the customers experience the quality of our product the quality of our support system or our individual weaknesses. We are not scared of challenges nor do we back down or get deterred by problems. When problems seem the hardest we are at our best we work harder to find the root cause and a solution.


Key job responsibilities
We are looking for a sharp experienced Application Engineer (AE) with a diverse skillset and background. As an AE you will work directly with our business teams to solve their support needs with the existing applications and collect requirements and ways to solve highly scalable solutions in collaboration with other technical teams. You will play an active role in translating business and functional requirements into concrete deliverables and building scalable systems. You will also contribute to maintain the services healthy and will be responsible for implementing and maintaining the solutions you provide. You will work closely with engineers on maintaining multiple products and services creating process automation scripts monitoring and handling ad-hoc operational asks. You understand the business impact of support decisions and drive the team to improve operational efficiency for all services through the identification and development of SLAs metrics monitors procedures tools and documentation. On-call support is a critical responsibility where you will work on issues related to alarm monitoring application infrastructure and bug fixes. On-boarding clients on to the platform and familiarizing them with platform features and capabilities.

- Experience troubleshooting and debugging technical systems
- Bachelors degree in engineering or equivalent
- Experience in Unix
- Experience scripting in modern program languages

- Experience with AWS networks and operating systems

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