Support Engineer IV , Amazon Books - Support Tools
Support Engineer IV , Amazon Books - Support Tools
Posted on :
20-05-2025
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1 Vacancy
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Job Description
The Books Support Tools team is at the heart of Amazons digital publishing ecosystem powering the tools that connect millions of authors publishers and readers worldwide. As a Senior Support Engineer youll drive technical excellence in a dynamic environment where your solutions directly impact the global books business.
Were seeking a passionate problemsolver to join our team in maintaining and enhancing critical operational tools. Youll work at the intersection of technology and business developing automation solutions implementing security improvements and optimizing systems that support Kindle Direct Publishing Goodreads and Author Central platforms.
This role offers unique opportunities to blend handson technical work with strategic improvements. Youll collaborate with diverse teams while building solutions that scale across Amazons books business. If youre excited about combining operational excellence with innovative problemsolving and want to make a tangible impact on the future of digital publishing we want to hear from you.
Key job responsibilities
* Provide support of incoming tickets including extensive troubleshooting tasks with responsibilities covering multiple products features and services
* Work on operations and maintenance driven coding projects primarily in Java and Python
* Software deployment support in staging and production environments
* Develop tools to aid operations and maintenance
* System and Support status reporting
* Ownership of one or more Digital products or components
* Customer notification and workflow coordination and followup to maintain service level agreements
* Work with support team for handingoff or taking over active support issues and creating a team specific knowledge base and skill set
* Drive security improvements across tools and applications
* Lead integration efforts with thirdparty applications and internal Amazon services
Regular work hours are 3 PM to 12 midnight IST MonFri.
A day in the life
Your day starts with reviewing critical overnight tickets and joining the team standup. Mornings involve investigating highpriority support issues from Goodreads or KDP teams while collaborating on security enhancements for our case management system. Afternoons are spent coding automation scripts deploying changes and documenting solutions.
Youll balance immediate operational needs with longterm improvements working across multiple products and teams. The role combines handson troubleshooting with project work making it ideal for those who enjoy solving complex technical problems while driving automation and efficiency improvements.
About the team
The Books Support Tools (BST) team is a critical engineering organization focused on supporting enhancing and extending tools for Books customer support and internal operations teams. We drive a 360degree approach to data security tool user experience and feature enhancements across the Books ecosystem. Our team has demonstrated significant impact through tool enhancements process automations and improved case management systems. We work closely with multiple partner teams including: Goodreads Operations Kindle Direct Publishing (KDP) Amazon Author Central (A2C) Content Acquisition Books Risk Management (BRM) & Account Management
5 years of technical support experience
Experience troubleshooting and debugging technical systems
Experience scripting in modern programming languages
Experience in agile/scrum or related collaborative workflow
Knowledge of distributed applications/enterprise applications
Experience analyzing and troubleshooting RESTful web API calls
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
Knowledge of UNIX/Linux operating system
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.
Were seeking a passionate problemsolver to join our team in maintaining and enhancing critical operational tools. Youll work at the intersection of technology and business developing automation solutions implementing security improvements and optimizing systems that support Kindle Direct Publishing Goodreads and Author Central platforms.
This role offers unique opportunities to blend handson technical work with strategic improvements. Youll collaborate with diverse teams while building solutions that scale across Amazons books business. If youre excited about combining operational excellence with innovative problemsolving and want to make a tangible impact on the future of digital publishing we want to hear from you.
Key job responsibilities
* Provide support of incoming tickets including extensive troubleshooting tasks with responsibilities covering multiple products features and services
* Work on operations and maintenance driven coding projects primarily in Java and Python
* Software deployment support in staging and production environments
* Develop tools to aid operations and maintenance
* System and Support status reporting
* Ownership of one or more Digital products or components
* Customer notification and workflow coordination and followup to maintain service level agreements
* Work with support team for handingoff or taking over active support issues and creating a team specific knowledge base and skill set
* Drive security improvements across tools and applications
* Lead integration efforts with thirdparty applications and internal Amazon services
Regular work hours are 3 PM to 12 midnight IST MonFri.
A day in the life
Your day starts with reviewing critical overnight tickets and joining the team standup. Mornings involve investigating highpriority support issues from Goodreads or KDP teams while collaborating on security enhancements for our case management system. Afternoons are spent coding automation scripts deploying changes and documenting solutions.
Youll balance immediate operational needs with longterm improvements working across multiple products and teams. The role combines handson troubleshooting with project work making it ideal for those who enjoy solving complex technical problems while driving automation and efficiency improvements.
About the team
The Books Support Tools (BST) team is a critical engineering organization focused on supporting enhancing and extending tools for Books customer support and internal operations teams. We drive a 360degree approach to data security tool user experience and feature enhancements across the Books ecosystem. Our team has demonstrated significant impact through tool enhancements process automations and improved case management systems. We work closely with multiple partner teams including: Goodreads Operations Kindle Direct Publishing (KDP) Amazon Author Central (A2C) Content Acquisition Books Risk Management (BRM) & Account Management
5 years of technical support experience
Experience troubleshooting and debugging technical systems
Experience scripting in modern programming languages
Experience in agile/scrum or related collaborative workflow
Knowledge of distributed applications/enterprise applications
Experience analyzing and troubleshooting RESTful web API calls
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
Knowledge of UNIX/Linux operating system
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.
Employment Type
Full-Time
Key Skills
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