Support Engineer Ii

DESCRIPTION Perfect Order Experience POE Team is looking for a passionate results-oriented operationally focused Support Engineer to support the fast-evolving and expanding Seller Compliance space The role encompasses working with a support engineering team that provides support for multiple products and platforms including engineering development support root cause analysis code fixes customer support self-service tools development and business decision-making support data mining report generation scripting The Support Engineering team comprises world-class engineers with technical skills blending systems and software engineering We are looking for a Support Engineer with experience in software engineering support or an equivalent role with a track record of driving projects to improve software development business and customer service support-related processes and technical support experiences A successful candidate will be an experienced technical team member who is willing to take on challenging responsibilities has a metrics-focused approach demonstrates customer focus and has the ability to lead in multi-functional and fast-paced environments If you fit the profile we would love to talk to you Responsibilities include working with a team of support engineers enhancing process and service improvements monitoring and improving day-to-day operational efficiency and being self-motivated The role also involves driving smaller-scope development projects and building custom tools Key job responsibilities Technical Support and Problem Resolution o Diagnose and resolve complex production software issues across multiple products and services o Perform comprehensive troubleshooting and root cause analysis for technical challenges o Provide timely and effective support through ticket management and customer communication Software Development and Maintenance o Develop and implement operational tools and automation solutions using Ruby Rails Java Python and shell scripting o Maintain and configure software systems in staging and production environments o Implement fixes and enhancements for internally developed software applications System Operations and Monitoring o Design and implement monitoring solutions to ensure system reliability and performance o Manage software deployments and support infrastructure in AWS and web technology environments o Create and maintain system and support status reports Team Collaboration and Knowledge Management o Coordinate support issue hand-offs within the team o Develop and contribute to a comprehensive team knowledge base o Collaborate with cross-functional teams to improve operational excellence Product and Service Ownership o Take ownership of digital products or system components o Ensure adherence to service level agreements SLAs o Coordinate customer notifications and workflow management BASIC QUALIFICATIONS - 2 years of software development or 2 years of technical support experience - Bachelor s degree in engineering or equivalent - Experience troubleshooting and debugging technical systems - Experience in Unix - Experience scripting in modern program languages PREFERRED QUALIFICATIONS - Experience with AWS networks and operating systems 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 you re applying in isn t listed please contact your Recruiting Partner