Support Engineer II, TSE Operations Product Team

Amazon; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Support Engineer, where your passion for automation and technology will help shape innovative self-service software products. In this dynamic role, you will collaborate with cross-functional teams to analyze and improve operational processes, ensuring a seamless experience for customers and partners alike. Your expertise in software development and troubleshooting will be key in designing and launching high-quality workflows that enhance the Trustworthy Shopping Experience. This is an exciting opportunity to make a significant impact in a diverse and inclusive environment, where your contributions are valued and recognized.

Qualifications

• Experience in software development or technical support is essential.
• Proficiency in scripting languages like Java and Python is required.

Responsibilities

• Analyze operational processes to design and improve self-service software products.
• Engage with stakeholders to document requirements and create functional specifications.

Skills

Software Development

Technical Support

Scripting (Java, Python)

Troubleshooting

Debugging

Process Mapping

Education

1+ years of software development experience

2+ years of technical support experience

Tools

AWS

REST web services

XML

JSON

Job description

Support Engineer II, TSE Operations Product Team

Are you passionate about automation, designing processes, simplifying work and launching innovative products using technology?
We are looking for Support Engineers who have the ability to deep dive into processes and invent and simplify with a high degree of ownership.
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. You will work with the Trustworthy Shopping Experience (TSE) 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 Paramount workflows.

Key job responsibilities

1. Engage with operations, product, development, and program stakeholders to document requirements, create functional specifications and generate process maps.
2. Design, develop, test, launch and improve self-service software products such as Paramount workflows.
3. Operate as a Subject Matter Expert on Amazon’s internal authoring application and workflow engine to develop Paramount workflows.
4. Engage with software development teams to understand and guide evolving program technology.
5. Understand and leverage Amazon technology and services.
6. Deep dive technical product or operational issues to propose and implement simple and effective solutions.
7. 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).

About the team

The Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. We do this by (1) eliminating catalog defects, (2) ensuring listings are compliant with Amazon’s selling policies, (3) helping customers find selling partners that have a good ordering and fulfillment record, (4) ensuring customers receive authentic products in the condition they expect, and (5) in the rare chance the order experience does not meet customer expectations, protecting them by making things right with our A-to-z Guarantee. Our selling partners are also our customers and we work hard to educate and support them to facilitate a positive and friction-free selling partner experience. We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers.

BASIC QUALIFICATIONS

- 1+ years of software development, or 2+ years of technical support experience
- Experience scripting in modern programming languages (Java, Python)
- Experience troubleshooting and debugging technical systems and documenting findings

PREFERRED QUALIFICATIONS

- Knowledge of web services, distributed systems, and web application development
- Knowledge of AWS
- Experience with REST web services, XML, JSON

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 this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.