Senior Technical Support Specialist

4 weeks ago

Chennai, Tamil Nadu, India ADCI - Tamil Nadu Full time
Job Summary

As a Senior Support Engineer at ADCI - Tamil Nadu, you will be responsible for providing production engineering support and multifaceted services to the Kindle digital product family of development teams. You will work with production operations teams for software product release coordination and deployment. This role requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.

Key Responsibilities

Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features, and services
Work on operations and maintenance driven coding projects, primarily in Java and C++
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 coordination and follow-up to maintain service level agreements
Work with support team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

What You'll Do on a Typical Day

As a Senior Support Engineer, you will dive deep into understanding the root cause of customer issues, investigate why a metric is trending the wrong way, consult with top engineers at Amazon, or discuss radical new approaches to automate operational issues.

Why This Role Matters

This role is critical to the success of our team and the company. You will have the opportunity to develop a broad range of skills, become a subject matter expert on several services, and lead your team to deliver customer-impacting change. You will be able to utilize trends and metrics to identify opportunities for improvements and help develop and refine procedures used by your team and internal customers. You will be able to develop at a high standard and deal with new and ambiguous problem domains, consistently delivering customer-impacting change.

Basic Qualifications

- 4+ years of software development, or 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in Unix
- Experience scripting in modern program languages
- Experience in agile/scrum or related collaborative workflow

Preferred Qualifications

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

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