Support Engineer IV, SPTO Tools

DESCRIPTION

Are you passionate about automating processes and simplifying work? Is the opportunity to contribute toward Amazon's ability to scale operations inspiring? We are looking for experienced Support Engineering with the ability to deep dive into processes and invent and simplify with a high degree of ownership.

The SPTO Tools Program team is responsible for the customer relations management tools and technology used in the day to day operations at Amazon. The team is also responsible for reducing the cost to serve or operational expense for a contact, by automating wherever possible and optimizing the experience where manual interventions are needed. The team leverages CRM tools developed inhouse by Amazon to deliver the service and associated goals. As a Support Engineer, you will be responsible for analyzing operational processes to design, develop, test, launch and continuously improve high quality self-service software products called Paramount workflows and AWS Connect Contact Flows. You will work with the Selling Partner Trust Operations (SPTO) Organization to understand their business models and generate technical requirements supported by program technology. You will work cross functionally with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status, timelines and any challenges in Product Delivery. In addition, you will develop ownership of support engineering processes to improve the product development lifecycle of CRM Tools.

Key job responsibilities
• Engage with operations, product, development, and program stakeholders to document requirements, create functional specifications and generate process maps.
• Design, develop, test, launch and improve self-service software products such as Paramount workflows.
• Operate as a Subject Matter Expert on Amazon’s internal authoring application and workflow engine to develop Paramount workflows.
• Engage with software development teams to understand and guide evolving program technology.
• Deep dive technical product or operational issues to propose and implement simple and effective solutions.
• Develop efficient solutions through low and medium complexity code implementations, either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs).
• Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies.
• Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.
• Complete analysis and present periodic reviews of operational performance and KPIs.
• Think proactively and work to prevent support issues before they are realized.

A day in the life
As a Support Engineer on the SPTO Tools team, your day revolves around collaborating with international program management and software development teams to enhance CRM tools that automate manual processes. You analyze operational performance data, conduct stakeholder conversations to uncover insights, configure workflow standards, and work cross-functionally with Engineering, Data Science, and Operations teams. Your focus is on optimizing customer relations management systems to reduce operational costs while improving selling partner experience, ensuring front-line operations deliver superior support through technology-driven solutions that directly impact selling partner experience.

About the team
SPTO Org is focused on improving seller trust through comprehensive support and continuous improvement. Account Health Support under SPTO org provides empathetic, personalized guidance to help sellers resolve account health issues quickly, working upstream to prevent business disruptions before they occur. Meanwhile, Audits and Insights team ensures policy effectiveness by auditing enforcement actions, identifying and reversing defective decisions, and providing insights to improve investigation processes. Together, these teams create a robust ecosystem that not only addresses immediate seller concerns but also continuously refines Amazon's systems to deliver fair, accurate outcomes, ultimately fostering long-term trust between Amazon and its selling partners.

BASIC QUALIFICATIONS

- 4+ years of software development, or 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience with automatic contact routing, VoIP and any contact center case management tools
- Bachelor's degree in computer science, engineering, mathematics or equivalent, or Master's degree