Support Engineer III, AMC, Ad-Tech Solutions
Support Engineer III, AMC, Ad-Tech Solutions
Posted on :
03-06-2025
Employer Active
1 Vacancy
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Job Description
Amazon Marketing Cloud (AMC) is a new secure privacy-safe and dedicated cloud-based environment in which advertisers can easily perform analytics across multiple pseudonymized data sets to generate insights. Inputs can include an advertisers own data sets as well as their Amazon Advertising campaign events such as impressions clicks and conversions. AMC enables advertisers to perform campaign measurement audience refinement supply optimization and more enabling advertisers to make more informed decisions about their cross-channel marketing investments. Our services ingest billions of behavioral signals every day. Speed scale and accuracy are critical to our success.
Are you passionate about driving customer success Interested in learning new technologies Do you thrive in a dynamic fast-paced environment AMC is seeking a Sr Support Engineer to provide support to partners and external customers as they build business-critical applications on our platform. Youll also work directly with Amazon Advertising product and engineering teams to ensure that customer issues are resolved as expediently as possible.
Key job responsibilities
In this role you will independently resolve customer issues and blockers by providing knowledgeable and responsive technical support on AMC. Our customers are large enterprises direct and would often interact with customers Data Analysts and other Data focused stakeholders. You would use advanced SQL skills to build confidence and solutions. You will have ownership for issue investigation identifying root cause and software defects conceive and provide workarounds if acceptable to customers for continuity. You will gather sufficient information that helps reproduce issues and contribute to building software fixes. This is a complex and fast-paced environment as you will own the most critical part of the customer experience and delivering on our customers most basic need. While we obsess over issue resolution in this role you will also develop tools to scale our support & service quality and provide critical input for product prioritization to address root causes of why the customer experienced an issue in the first place. Our advertising customers are likely Amazon customers and we take seriously maintaining the high customer service bar set by Amazon to be the level at which we need to operate.
A day in the life
* Track investigate and resolve customer questions and issues using appropriate communication channel including phone email and live as well as asynchronous at various levels of complexity and customer impact.
* Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations.
* Communicate directly with internal organizations to complete root cause analyses issue investigation workarounds and defect resolution.
* Develop and implement complex repro cases to identify potential software defects mis-configurations or issues in customer environments.
* Use case management tools to manage and prioritize issues based on multiple factors including customer impact.
* Build & Contribute to training material and documentation for both internal and customer-facing users.
* Actively seeking solutions to customer needs communicating trends to leadership and suggesting innovative solutions on behalf of the customer experience.
* Providing support directly to data analysts who are using Amazon Marketing Cloud.
* Writing queries code samples tutorials and technical articles for the customer community
* Working with customers to understand how they are using our services and providing feedback to development teams
* Collaborating with internal stakeholders to drive timely customer communication
* Driving internal projects that improve support-related processes and our customers user experience
- 1 years of software development or 1 years of technical support experience
- Experience troubleshooting and debugging technical systems
- Bachelors degree in computer science or equivalent
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.
Are you passionate about driving customer success Interested in learning new technologies Do you thrive in a dynamic fast-paced environment AMC is seeking a Sr Support Engineer to provide support to partners and external customers as they build business-critical applications on our platform. Youll also work directly with Amazon Advertising product and engineering teams to ensure that customer issues are resolved as expediently as possible.
Key job responsibilities
In this role you will independently resolve customer issues and blockers by providing knowledgeable and responsive technical support on AMC. Our customers are large enterprises direct and would often interact with customers Data Analysts and other Data focused stakeholders. You would use advanced SQL skills to build confidence and solutions. You will have ownership for issue investigation identifying root cause and software defects conceive and provide workarounds if acceptable to customers for continuity. You will gather sufficient information that helps reproduce issues and contribute to building software fixes. This is a complex and fast-paced environment as you will own the most critical part of the customer experience and delivering on our customers most basic need. While we obsess over issue resolution in this role you will also develop tools to scale our support & service quality and provide critical input for product prioritization to address root causes of why the customer experienced an issue in the first place. Our advertising customers are likely Amazon customers and we take seriously maintaining the high customer service bar set by Amazon to be the level at which we need to operate.
A day in the life
* Track investigate and resolve customer questions and issues using appropriate communication channel including phone email and live as well as asynchronous at various levels of complexity and customer impact.
* Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations.
* Communicate directly with internal organizations to complete root cause analyses issue investigation workarounds and defect resolution.
* Develop and implement complex repro cases to identify potential software defects mis-configurations or issues in customer environments.
* Use case management tools to manage and prioritize issues based on multiple factors including customer impact.
* Build & Contribute to training material and documentation for both internal and customer-facing users.
* Actively seeking solutions to customer needs communicating trends to leadership and suggesting innovative solutions on behalf of the customer experience.
* Providing support directly to data analysts who are using Amazon Marketing Cloud.
* Writing queries code samples tutorials and technical articles for the customer community
* Working with customers to understand how they are using our services and providing feedback to development teams
* Collaborating with internal stakeholders to drive timely customer communication
* Driving internal projects that improve support-related processes and our customers user experience
- 1 years of software development or 1 years of technical support experience
- Experience troubleshooting and debugging technical systems
- Bachelors degree in computer science or equivalent
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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