Support Engineer IV, Partner Experience

1 month ago

bangalore, India ADCI - Karnataka Full time
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 advertiser’s 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. You'll 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 agencies.You 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 customer's user experience
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND

BASIC QUALIFICATIONS

- 5+ years of software development, or 5+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience scripting in modern program languages
- Experience in Unix
- Bachelor’s degree in data Analytics / Data Science / computer science / Applied Mathematics / Applied Statistics / Management Information Systems or a related technical discipline / Equivalent experience.
- Excellent oral and written communication skills with ability to establish credibility with technical and non-technical business owners.
- Can distill customer technical needs into clear, concise written documentation and present these findings to an internal product and engineering team. A drive to dig deeply into technical details, (e.g. key dependencies) with customers and internal technical stakeholders to solve a technical problem. Can understand why a technical decision was made and drive a constructive discussion.
- Writing queries across data sources. Hands-on coding / scripting knowledge in order to automate steps and also invoke Data APIs to analyze log level transaction systems from unstructured data lakes.
- Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
- 3+ years of SQL Advanced SQL usage experience.
- Driving process and service improvements

PREFERRED QUALIFICATIONS

- Experience analyzing and troubleshooting RESTful web API calls
- Advanced knowledge using BI Tools (e.g. QuickSight, Tableau)
- Demonstrable technical and operational experience with multiple domain area of advertising technologies (DSP, RTB, BS, MLO, Ad verification, ad tracking, ad attribution, etc.).
- Technical curiosity and excitement to learn new technologies. Understands a broad range of operational troubleshooting techniques and knows how to use them to solve technical problems.
- Analytical horsepower to break down complex problems, and a strong will to get things done and deliver results.
- Strong customer focus
- Experience troubleshooting and debugging technical systems
- Ability to juggle many tasks and projects in a fast-moving environment
- Self-starter who is excited about technology.

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