Sr. Support Engineer, Demand Enablement and Product Operations

Amazon; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Amazon is seeking a Technical Support Leader for its DSP Troubleshooting organization in New York. This role focuses on diagnosing and resolving systemic, customer-impacting DSP issues and driving long-term improvements.

You will lead cross-functional initiatives, develop SOPs and automation, and guide engineers to ensure scalable, high-quality support across the platform.

Qualifications

• Proven ability to diagnose and resolve DSP production issues at scale.
• Strong leadership and mentoring capability for engineers.
• Experience building repeatable troubleshooting workflows and SOPs.

Responsibilities

• Evaluate, diagnose, troubleshoot, and drive resolution of DSP production issues.
• Provide visibility into recurring problem themes and drive continuous improvement.
• Interface with operations and business partners to determine root cause and break problems into workstreams.
• Develop SOPs and automated tools to reduce regressions and improve quality.
• Collaborate across teams to embed troubleshooting best practices and mentor peers.

Skills

DSP troubleshooting

Leadership

Cross-functional collaboration

Documentation

Tools

Automation scripts

SOP creation

Job description

Description

As a technical support leader for the Amazon Demand Side Platform (DSP) Troubleshooting organization, you are regarded across the company as an authority on DSP issue resolution. You evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined, delivering independently with limited guidance.

You provide visibility into recurring problem themes and drive the accountability and action needed for continuous improvement of the customer experience. You break complex problems into actionable workstreams that multiple engineers can run in parallel, and you interface with operations and business partners to determine root cause. You manage organization-wide outages with accurate documentation and timely resolution, lead retrospectives, author COEs, and drive the resulting actions to long-term closure.

You lead cross-functional initiatives that build repeatable troubleshooting solutions, and you develop SOPs and automated tools — applications, improvements, and scripts — that eliminate regressions and improve quality and efficiency. As an expert in system design, you contribute to organization design reviews for new products to ensure supportability, scalability, and performance are built in from the start, and you influence leaders to set the right goals and make decisions that produce measurable outcomes.

You collaborate across support and engineering teams to resolve issues and embed troubleshooting best practices, and your approach sets the standard for operational excellence. You play a significant role in team growth through onboarding, mentoring, hiring, and guide peer support engineers through knowledge shares and by reinforcing best practices,

Key job responsibilities

• Evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined.
• Provide visibility into recurring problem themes and drive accountability and action for continuous improvement of the customer experience.
• Interface with operations and business partners to determine root cause, and break complex problems into workstreams that multiple engineers can run in parallel.
• Develop SOPs and automated tools (applications, improvements, and scripts) that eliminate regressions and improve quality and efficiency.
• Collaborate across support and engineering teams to embed troubleshooting best practices, and mentor peer support engineers through knowledge shares.