Manager, Support Engineering, Global Store

Manager, Support Engineering, Global Store

Description

Amazon Global Store enables Cross-border customers a hassle-free, localized experience to purchase products and get shipped from Global (WW) Amazon Marketplace. Our mission is to provide an one-stop shopping experience to international customers that includes:
1. Build solutions that reach customers all over the world, providing them with a world class shopping experience in their local language, payments, and currencies.
2. Work across all tiers leveraging Service-Oriented Architecture, mobile platforms, user experience, analytics and data mining.
3. Drive customer experience technology for supporting customers all over the world.
4. Work closely with the business to figure out innovative solutions to help improve the customer experience.

As an Engineering Manager, you will be responsible for leading a growing team of Support Engineers, who maintain the software services by handling production issues, managing security & availability risks, automating these processes and driving operational excellence across the organization.

You will work closely with software developers across the org, product managers and business teams for supporting global launches (expansions) of our program.

Key job responsibilities
Responsibilities include direct management of 10+ Support Engineers, ensure high service availability, drive process and service improvements, build your team innovation, translate that into your roadmap and deliver Operational & Engineering Excellence Tools and thus by driving Best-At-Amazon (BAA) engineering practices.

Basic Qualifications

- BS in Computer Science/Engineering or equivalent industry experience.
- 10+ years of development/technical support experience. Out of which 2+ years should be into development as an individual contributor or manager.
- 3+ Years of team management experience.
- Excellent verbal and written communication skills.
- Strong debugging/troubleshooting skills.
- Ability to solve complex problems independently.
- Strong understanding of support processes – SLA,handling tickets, monitoring, processes and metrics.
- Proven ability to write scripts and automation.
- Understanding of the complete deployment life cycle from design, build, test and deploy.

Preferred Qualifications

Strong focus on metrics driven and operational excellence.
- The ability to hire and develop great people
- The ability to handle multiple competing priorities in a fast-paced environment
- Technical aptitude to quickly grasp complex technical issues and communicate directly with technical teams.
- A proven track record of taking ownership and driving results on technical projects.