Software Support Engineer

DESCRIPTION Do you like working with very smart technical and business people who are at the forefront of defining and inventing digital media delivery and presentation Do you like working on multiple product lines and at the same time analyzing and identifying the common threads and issues that can be leveraged to solve multiple problems If so this could be a job for you The Digital Media Technology group builds unique and exciting digital products and responsible for Amazon Kindle Digital Video Audio Music Audible and Digital Text products We build an eclectic set of rich media ingestion technologies platforms and processes and taking what s possible with digital media to the next level - Software Support Engineering is a shared services organization responsible for providing multi-faceted application engineering services to multiple Digital product development teams - Developing Tools applications code improvements and scripts to resolve operational burden of support engineers and Operations - Support engineering and troubleshooting on issues related to the digital platform services and content for various products - Interface with content acquisition content providers operations and technical teams to ensure content publishing and delivery as per service level agreements - Production Builds Tools and Configuration Management for software product releases and successful deployments This job 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 Some of the key job functions of the support engineer are - Provide first level of support for tickets filed in Audible - Provide engineering support of our incoming tickets including extensive troubleshooting and debugging with responsibilities covering multiple product lines - Work on maintenance of coding projects primarily in Perl or shell scripts web technologies and Java based projects - Read and understand complex application code and make code fixes to resolve support issues - Software deployment support in staging and production environments - Develop tools to aid operations and maintenance - System and Support status reporting - Ownership of one or more Digital products or components - Customer notification and workflow co-ordination and follow-up to maintain service level agreements - Work with Audible engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set BASIC QUALIFICATIONS - Bachelor s degree in Computer Science or a related field - 4 years of overall development technical support experience - 4 years of experience to troubleshoot and identify the root cause of issues in complex technical system - Experience in Perl or shell scripts web services web application development Development Experience in Python Ruby NodeJS C Java or open source based technologies - Experience in UNIX Linux operating system and tools Strong communication skills - Experience in handling high severity incident management calls PREFERRED QUALIFICATIONS - Experience working on enterprise level large scale n-tier applications Demonstrated skill and passion for problem solving and operational excellence - Knowledge of distributed applications enterprise applications - BIG PICTURE solve problems at their root stepping back to understand the broader context - PROACTIVE You display energy and initiative in solving problems You follow all possible avenues to get the job done ADAPTABLE You undertake a variety of tasks willingly You switch from complex to routine tasks when required You adapt quickly to new technologies and products You work effectively with a variety of personalities and work styles - HANDLING STRESS Ability to retain composure under stressful conditions communicates effectively with a wide array of individuals at Amazon and gets the right things done - QUALITY You demonstrate appropriate quality and thoroughness - INTEGRITY You act with personal integrity at all times - PROFESSIONAL You work within your team s process You confront problems even when outside your own domain propose solutions take ownership through to resolution or ensure a clear hand-off You have a positive can-do approach to work 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