Support Engineering Manager
Support Engineering Manager
Posted on :
24-04-2025
Employer Active
1 Vacancy
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Job Description
Come be a part of a rapidly expanding $25 billion dollar global business. At Amazon Business we set out every day to innovate and disrupt the status quo. We stand at the intersection of tech and retail in the B2B space developing innovative purchasing and procurement solutions to help businesses and organizations reimagine buying. Bring your insight imagination and a healthy disregard for the impossible. Join us in building and celebrating the value of Amazon Business to buyers and sellers of all sizes unlocking our potential worldwide.
Amazon Business launched in 2015 with a vision to give businesses a simple personalized and transparent online B2B experience. An extension of this vision was to simplify the integration for businesses connecting their eprocurement systems to Amazon Business while giving them access to a broader selection of products and sellers.
If youre passionate about solving complex technical challenges thrive on working with a diverse set of global customers and enjoy variety in your daytoday work this role offers all of that and more. As a Support Manager for the Amazon Business team youll need a deep understanding of modern technology landscapes and the ability to assess and integrate emerging technologies. Youll play a key role in shaping operational excellence standards working closely with peers and senior leaders across Amazon Pay.
This role requires navigating abstract crossfunctional challenges and driving scalable improvements across teams services and platforms. Were looking for a leader with strong cloud infrastructure knowledge programming acumen operational expertise and a passion for driving innovation. Youll be empowered by robust backend systems established processes and a highperforming team focused on improving customer experience.
As a Support Engineering Manager you will lead a diverse team of Support Engineers in delivering technical support for internal and externallyfacing services while driving operational excellence and enhancing customer experiences. You will shape your teams strategic direction by establishing clear performance metrics and aligning them with organizational goals. Your focus on senior engineer growth will create opportunities for leadership development and foster a culture of continuous improvement. By simplifying processes optimizing team performance and effectively communicating across functions you will ensure highquality solutions and maintain a psychologically safe environment that encourages innovation and collaboration. Your leadership will also influence crossfunctional initiatives and drive impactful discussions to balance proactive and reactive customer support.
Key job responsibilities
. Lead a team in supporting our business teams worldwide by providing critical product support
Technically lead your team and act as a subject matter expert for one or more services
Lead large multiteam projects and resolve the most complex support issues
. Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies
Drive the team to improve operational efficiency for all services through the identification and development of SLAs metrics monitors procedures tools and documentation
. Complete analysis and present periodic reviews of operational performance and KPIs
Think proactively and work to prevent support issues before they are realized
Regularly work with management to assign tasks and small projects to other Support Engineers
Take a role in the strategic direction of the team
Play a significant role in hiring mentoring and training employees
Demonstrate excellent judgment when making decisions
A Bachelors degree in Computer Science Engineering Mathematics or a related field or five or more years of work experience in System development as an equivalent.
5 or more years of people management experience leading System development teams.
Proficiency in one or more generalpurpose programming languages such as Java C/C C# Objective C Python JavaScript Ruby and Go.
Experience designing building and operating largescale distributed systems or web services.
Experience in managing large scale infrastructure and automation
Experience engaging and influencing senior executives using both verbal and written communication tools
Expertise in operational excellence security compliance and distributed systems resiliency.
Knowledge of professional software engineering practices & best practices for the full software development life cycle including coding standards code reviews source control management build processes testing and operations.
Experience developing in Python for similar modern programming language such as C Java C# or Ruby.
Expertise in operations of highly available and scalable internet systems with large customer base.
Experience managing staff and meetings across multiple sites and time zones.
Excellent communication abilities both verbal and written including longform business writing on complex topics
Ability to drive effective teamwork collaboration and commitment
Excellent analytical problem solving and troubleshooting skills
Experience developing and improving operational documentation procedures and workflows
Ability to credibly coordinate between technical teams peers and business stakeholders
Ability to quickly learn and adopt new technologies
Experience managing oncall support coverage escalation and critical issue management
Experience in contributing to the definition and implementation of automation opportunities within an operations environment
Experience in root cause analysis and error correction identifying changes to procedures and systems to implement long term fixes and avoid repeating issues
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Amazon Business launched in 2015 with a vision to give businesses a simple personalized and transparent online B2B experience. An extension of this vision was to simplify the integration for businesses connecting their eprocurement systems to Amazon Business while giving them access to a broader selection of products and sellers.
If youre passionate about solving complex technical challenges thrive on working with a diverse set of global customers and enjoy variety in your daytoday work this role offers all of that and more. As a Support Manager for the Amazon Business team youll need a deep understanding of modern technology landscapes and the ability to assess and integrate emerging technologies. Youll play a key role in shaping operational excellence standards working closely with peers and senior leaders across Amazon Pay.
This role requires navigating abstract crossfunctional challenges and driving scalable improvements across teams services and platforms. Were looking for a leader with strong cloud infrastructure knowledge programming acumen operational expertise and a passion for driving innovation. Youll be empowered by robust backend systems established processes and a highperforming team focused on improving customer experience.
As a Support Engineering Manager you will lead a diverse team of Support Engineers in delivering technical support for internal and externallyfacing services while driving operational excellence and enhancing customer experiences. You will shape your teams strategic direction by establishing clear performance metrics and aligning them with organizational goals. Your focus on senior engineer growth will create opportunities for leadership development and foster a culture of continuous improvement. By simplifying processes optimizing team performance and effectively communicating across functions you will ensure highquality solutions and maintain a psychologically safe environment that encourages innovation and collaboration. Your leadership will also influence crossfunctional initiatives and drive impactful discussions to balance proactive and reactive customer support.
Key job responsibilities
. Lead a team in supporting our business teams worldwide by providing critical product support
Technically lead your team and act as a subject matter expert for one or more services
Lead large multiteam projects and resolve the most complex support issues
. Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies
Drive the team to improve operational efficiency for all services through the identification and development of SLAs metrics monitors procedures tools and documentation
. Complete analysis and present periodic reviews of operational performance and KPIs
Think proactively and work to prevent support issues before they are realized
Regularly work with management to assign tasks and small projects to other Support Engineers
Take a role in the strategic direction of the team
Play a significant role in hiring mentoring and training employees
Demonstrate excellent judgment when making decisions
A Bachelors degree in Computer Science Engineering Mathematics or a related field or five or more years of work experience in System development as an equivalent.
5 or more years of people management experience leading System development teams.
Proficiency in one or more generalpurpose programming languages such as Java C/C C# Objective C Python JavaScript Ruby and Go.
Experience designing building and operating largescale distributed systems or web services.
Experience in managing large scale infrastructure and automation
Experience engaging and influencing senior executives using both verbal and written communication tools
Expertise in operational excellence security compliance and distributed systems resiliency.
Knowledge of professional software engineering practices & best practices for the full software development life cycle including coding standards code reviews source control management build processes testing and operations.
Experience developing in Python for similar modern programming language such as C Java C# or Ruby.
Expertise in operations of highly available and scalable internet systems with large customer base.
Experience managing staff and meetings across multiple sites and time zones.
Excellent communication abilities both verbal and written including longform business writing on complex topics
Ability to drive effective teamwork collaboration and commitment
Excellent analytical problem solving and troubleshooting skills
Experience developing and improving operational documentation procedures and workflows
Ability to credibly coordinate between technical teams peers and business stakeholders
Ability to quickly learn and adopt new technologies
Experience managing oncall support coverage escalation and critical issue management
Experience in contributing to the definition and implementation of automation opportunities within an operations environment
Experience in root cause analysis and error correction identifying changes to procedures and systems to implement long term fixes and avoid repeating issues
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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