Support Engineer, Secure Tool Foundations

The team supports customers across a wide variety of technologies and platforms. As part of the team you will play an instrumental role in solving customer-impacting issues and enhancing the quality of our platform.

The team is looking for a Support Engineer who is passionate about improving the customer experience.
and solving problems in a technical way. The candidate should thrives in a fast-paced environment driven by innovation. This role requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success.

The candidate must be comfortable working across multiple teams to resolve customer-impacting issues and possess the ability to facilitate discussions to troubleshoot issues remove barriers drive root cause resolution and follow all possible avenues to get customer issues resolved. They will work closely with engineering teams to not only address customer issues but will drive solutions to create automation tools to accelerate troubleshooting and improve overall efficiency.

Key job responsibilities
This position requires a combination of strong troubleshooting technical communication and leadership skills including the ability to:

- Evaluate diagnose troubleshoot and drive resolution of all systemic customer issues
- Provide visibility into problem themes and drive accountability and action for constant improvement of the customer experience
- Interface with operations and business partners to determine root cause
- Develop SOPs and automated tools (applications improvements and scripts) to eliminate regressions and improve quality and efficiency
- Collaborate cross-functionally across other support and engineering teams to resolve issues and implement troubleshooting best-practices and tools
- Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices

A day in the life
Youll start your day reviewing your assigned support queue analyzing and prioritizing new and ongoing issues driving resolution on 3-5 technical issues daily.

Youll monitor the communication with customers in the internal channels and make sure that customers are heard

You will work closely with engineering teams to diagnose troubleshoot and drive tickets to resolution as well as understand the current status of fixes in order to provide timely and accurate updates to our customers.

Approximately 1-2 hours each day will be spent focusing on project work. This may include developing automation tools to accelerate troubleshooting and operational tasks refining Standard Operating Procedures (SOPs) or collaborating with partner teams to enhance the overall support workflow.

By the end of the day youve not only resolved a few customer issues but also helped enhance the teams effectiveness by improving our tools and overall efficiency.

About the team
The Account Management Control Plane (AMCP) team supports internal teams with APIs for all things account management. We own the largest platform for management of AWS Accounts and are responsible for ensuring these systems are working at all times.

Diverse Experiences
Amazon Security values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Why Amazon Security
At Amazon security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazons products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud devices retail entertainment healthcare operations and physical stores.

Inclusive Team Culture
In Amazon Security its in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas perspectives and voices.

Training & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing training and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home theres nothing we cant achieve.

- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
- 4 years of technical support experience
- 4 years of software development experience

- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at NY New York - 99500.00 - 174000.00 USD annually