Support Engineer, Global Solutions

Amazon is an E-commerce and Cloud Computing company with headquarters in Seattle, Washington. Since 1995, Amazon has focused on being "the world's most customer centric company." Our customers are worldwide, and include not just consumers, but also our sellers and vendors (selling partners). World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. To meet our selling partners' needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.

We are seeking a highly skilled Support Engineer to provide advanced technical support for our data analytics platforms, reporting systems, BI tools and applications. This role serves as an escalation point for challenging issues requiring deep technical expertise and problem-solving skills in data analysis and business intelligence solutions

Key job responsibilities

Key Responsibilities:

Support and optimize AI-powered support systems including automated ticket triage, virtual troubleshooting assistants, and intelligent monitoring tools

Monitor and maintain ML-enabled BI platform performance, like predictive pipeline monitoring and automated optimization systems

Investigate and resolve sophisticated problems with AI-augmented data pipelines

Collaborate with AI/ML, data engineering, and analytics teams to enhance automated solutions and intelligent support tools

Create and maintain AI-ready technical documentation using automated documentation systems

Provide guidance on AI-enablement best practices for report development and automation

Participate in on-call rotations with support from AI-powered incident management systems

Conduct ML-assisted root cause analysis for significant data incidents

Develop and implement AI-driven proactive measures to prevent recurring issues

Contribute to the improvement of automated BI support processes and AI-enabled procedures

Support the maintenance of knowledge graphs and intelligent data discovery systems

Assist in training and fine-tuning of AI models for support automation

BASIC QUALIFICATIONS

• Bachelor's degree in Engineering, Data Engineering(DE), Business Intelligence, Analytics, Information Systems or related field
• 1+ years of experience in BI support roles
• Understanding of AI/ML fundamentals and their application in support operations
• Experience with AI-enabled ticketing systems and automated support processes
• Strong problem-solving skills with ability to leverage AI tools effectively
• Excellent communication abilities, including interaction with AI systems
• AI-augmented database management and intelligent SQL optimization
• ML-enabled data visualization tools expertise
• Automated ETL/ELT process optimization
• AI-powered troubleshooting and debugging techniques
• Intelligent data security and governance systems
• Experience with AI model monitoring and maintenance
• Understanding of AI/ML pipelines and workflows

PREFERRED QUALIFICATIONS

• Master's degree in a relevant technical field
• Experience with AI/ML platforms (AWS Bedrock, SageMaker, etc.)
• Industry-recognized certifications (including AI/ML certifications)
• Knowledge of LLM operations and prompt engineering
• Familiarity with AI-enabled cloud technologies
• Experience with ML-based performance analysis and optimization
• AI-enabled data and API integrations
• Automated scripting and intelligent process automation
• ML-based networking monitoring and optimization
• Knowledge of AI-enabled operating system management
• Experience with generative AI tools and platforms
• Understanding of AI/ML model deployment and monitoring

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.

Job details

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