Stellen-ID: 2910480 | Amazon Development Center (Romania) S.R.L. - A91
The Compliance Shared Services (CoSS) organization’s mission is to build shared services for managing regulations. The SPIDER (Streamlining Planning, Deployment and Post‑Release) team within CoSS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners. SPIDER is looking for a passionate, results‑oriented, operation‑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 is someone 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

Diagnose and resolve production software issues across multiple products and services
Perform comprehensive troubleshooting and root cause analysis for technical challenges
Provide timely and effective support through ticket management and customer communication
Coordinate support issue handoffs within the team
Develop and contribute to a comprehensive team knowledge base
Collaborate with cross‑functional teams to improve operational excellence
Ensure adherence to service level agreements (SLAs)
Coordinate customer notifications and workflow management
Support product and service ownership activities

Technical Skills

Technical support experience
Experience troubleshooting technical issues, including reading and analyzing logs, using dashboards, and responding to service alerts and alarms
Demonstrated experience in Python or shell scripts, and a sound understanding of web technologies
Strong verbal and written communication skills, with the ability to clearly explain technical issues to different audiences, including customers and leadership
Experience in writing technical documentation or support articles

Qualifications

Bachelor’s degree in Engineering or related field
Professional experience in Operations/Support environment
Demonstrated skill and passion for problem solving and operational excellence
Ability to understand, troubleshoot and describe complex technical processes and issues
Clear and effective communication & documentation skills
Ability to work effectively with tight deadlines in a fast‑paced environment
Proven ability to manage multiple, competing priorities simultaneously
Proven analytical and quantitative skills, including effective use of tools such as Excel, and ability to analyze, migrate, solve ambiguity and fix inconsistencies of metadata

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