Support Engineering Manager
Support Engineering Manager
Posted on :
25-07-2025
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1 Vacancy
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Job Description
Are you passionate about automation designing processes simplifying work and launching innovative products technology
We are looking for a Support Engineering who will lead a team of Support Engineers and have the ability to deep dive into processes and invent and simplify with a high degree of ownership.
As a Support Engineering Manager you will be responsible for analyzing operational processes to design develop test launch and continuously improve high quality self-service software products called Paramount workflows. You will work with the Trustworthy Shopping Experience (TSE) Organization to understand their business models and generate technical requirements supported by program technology. You will work cross functionally with Operations Product Managers Software Engineers Business Analysts Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status timelines and any challenges in Product addition you will develop ownership of support engineering processes to improve the product development lifecycle of Paramount this role you will lead a team of support engineers providing strategic guidance and mentorship to drive their professional development. Your responsibilities will include helping them design and develop effective workplans create clear roadmaps for projects and offer directional support to ensure their success. You will be instrumental in shaping the teams direction and helping each team members achieve their objectives effectively.
Key job responsibilities
Lead a team in supporting our business teams worldwide by providing critical product support
Lead multi-team projects and resolve the complex support issues
Engage with operations product development and program stakeholders to document requirements create functional specifications and generate process maps.
Design develop test launch and improve self-service software products such as Paramount workflows.
Operate as a Subject Matter Expert on Amazons internal authoring application and workflow engine to develop Paramount workflows.
Engage with software development teams to understand and guide evolving program technology
Deep dive technical product or operational issues to propose and implement simple and effective solutions
Develop efficient solutions through low and medium complexity code implementations either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs).
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
Play a significant role in hiring mentoring and training employees
About the team
The Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. We do this by (1) eliminating catalog defects (2) ensuring listings are compliant with Amazons selling policies (3) helping customers find selling partners that have a good ordering and fulfillment record (4) ensuring customers receive authentic products in the condition they expect and (5) in the rare chance the order experience does not meet customer expectations protecting them by making things right with our A-to-z Guarantee. Our selling partners are also our customers and we work hard to educate and support them to facilitate a positive and friction-free selling partner experience. We design and implement policies tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers.
We design and implement policies tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. We are looking for a Support Engineering Manager with a passion for technology innovation with analytical and communication skills to guide a group of Support Engineers. You will enjoy working with technology and the ability to see your insights drive the creation of real tools and features for our operations teams thereby impacting customer experience and seller experience of merchants participating in our Marketplace on a regular basis. You will collaborate with Software Engineering Data Science Product Management Program Management and Operations Teams to build a deeper understanding of operational performance and drive improvements which directly influence Amazons bottom-line.
- A Bachelors degree in Computer Science Engineering Mathematics or a related field
- 3 years of people management experience leading System Development teams
- 4 years of software development or 4 years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience engaging and influencing senior leaders using both verbal and written communication tools
- Knowledge of web services distributed systems and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services XML JSON
- Experience managing on-call support coverage escalation and critical issue management
- 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.
We are looking for a Support Engineering who will lead a team of Support Engineers and have the ability to deep dive into processes and invent and simplify with a high degree of ownership.
As a Support Engineering Manager you will be responsible for analyzing operational processes to design develop test launch and continuously improve high quality self-service software products called Paramount workflows. You will work with the Trustworthy Shopping Experience (TSE) Organization to understand their business models and generate technical requirements supported by program technology. You will work cross functionally with Operations Product Managers Software Engineers Business Analysts Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status timelines and any challenges in Product addition you will develop ownership of support engineering processes to improve the product development lifecycle of Paramount this role you will lead a team of support engineers providing strategic guidance and mentorship to drive their professional development. Your responsibilities will include helping them design and develop effective workplans create clear roadmaps for projects and offer directional support to ensure their success. You will be instrumental in shaping the teams direction and helping each team members achieve their objectives effectively.
Key job responsibilities
Lead a team in supporting our business teams worldwide by providing critical product support
Lead multi-team projects and resolve the complex support issues
Engage with operations product development and program stakeholders to document requirements create functional specifications and generate process maps.
Design develop test launch and improve self-service software products such as Paramount workflows.
Operate as a Subject Matter Expert on Amazons internal authoring application and workflow engine to develop Paramount workflows.
Engage with software development teams to understand and guide evolving program technology
Deep dive technical product or operational issues to propose and implement simple and effective solutions
Develop efficient solutions through low and medium complexity code implementations either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs).
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
Play a significant role in hiring mentoring and training employees
About the team
The Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. We do this by (1) eliminating catalog defects (2) ensuring listings are compliant with Amazons selling policies (3) helping customers find selling partners that have a good ordering and fulfillment record (4) ensuring customers receive authentic products in the condition they expect and (5) in the rare chance the order experience does not meet customer expectations protecting them by making things right with our A-to-z Guarantee. Our selling partners are also our customers and we work hard to educate and support them to facilitate a positive and friction-free selling partner experience. We design and implement policies tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers.
We design and implement policies tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. We are looking for a Support Engineering Manager with a passion for technology innovation with analytical and communication skills to guide a group of Support Engineers. You will enjoy working with technology and the ability to see your insights drive the creation of real tools and features for our operations teams thereby impacting customer experience and seller experience of merchants participating in our Marketplace on a regular basis. You will collaborate with Software Engineering Data Science Product Management Program Management and Operations Teams to build a deeper understanding of operational performance and drive improvements which directly influence Amazons bottom-line.
- A Bachelors degree in Computer Science Engineering Mathematics or a related field
- 3 years of people management experience leading System Development teams
- 4 years of software development or 4 years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience engaging and influencing senior leaders using both verbal and written communication tools
- Knowledge of web services distributed systems and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services XML JSON
- Experience managing on-call support coverage escalation and critical issue management
- 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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