2+ years of software development, or 2+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
Are you looking for an opportunity to be at the forefront of ensuring customer satisfaction and operational excellence? Do you thrive in a dynamic and challenging environment? If so, we have the perfect job for you!
The BSX Support Engineering team is vital in providing production engineering support and multifaceted services to the development/STT teams of the Books shopping teams. They also work closely with QAE/STT teams to ensure smooth release coordination and deployment. This role requires a proactive approach and rapid learning to handle diverse and interconnected tasks that impact success. As a support engineer, your role will encompass the following key responsibilities:
Providing expert support engineering and troubleshooting services, addressing issues related to book shopping experience.
Collaborating closely with STT teams/QAE team in resolving tickets that align with the specified service level agreements.
Overseeing production builds, managing tools, and configuring systems to facilitate smooth software product releases and ensure successful deployments.
Key job responsibilities
**Some of the key job functions of the support engineer are**:
- Providing engineering support for our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
- Working on maintenance-driven coding projects, primarily in Perl or shell scripts, web technologies, and Java-based projects.
- Providing software deployment support in staging and production environments.
- Developing tools to aid operations and maintenance.
- Reporting system and support status.
- Owning one or more digital products or components.
- Managing customer notification and workflow coordination and follow-up to maintain service level agreements.
- Handling peak readiness and events without any issues.
- Collaborating with the India Support engineering team to hand off or take over active support issues and create a team-specific knowledge base and skill set.
- Strong problem-solving skills with a passion for resolving complex technical issues
- Ability to thrive in a fast-paced environment, maintaining composure under pressure
- Strong communication skills and a customer-focused mindset
- Knowledge of operational tools and systems
- A desire to work collaboratively and grow as part of a high-performing team
A day in the life
As part of our team, you will have the opportunity to raise the bar in operational excellence across the organization. We actively monitor and assess the operational health of our systems, collaborating with our development and QA teams to execute effective operational programs. By maintaining and building essential tools for our operational work, you will be driving innovation and efficiency in our processes.
About the team
The BSX Support Engineering (SE) team plays a crucial role as the first line of defense for all production and customer impacting issues for our esteemed brands - Shopping Experience, Kindle Unlimited (KU), Prime Reading, and Payments teams. Our mission is clear - to provide a seamless and delightful experience for our customers while maintaining optimal efficiency and cost-effectiveness for our development teams.
San Jose, SJ, CRI
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON
