The Compliance Shared Services (CoSS) organization's mission is to build shared services for managing regulations. This includes discovering and onboarding regulations, defining taxonomies, educating selling partners, and collecting supporting artifacts. 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 seeking an engineering support manager to assist the team providing support for multiple CoSS products and services. This includes root cause analysis, code fixes, self-service tool development, data mining, reporting, and scripting. The Support Engineering team comprises world-class engineers with expertise in both systems and software engineering.
We are looking for a technical manager with experience managing software engineering support teams or equivalent and a track record of driving projects to improve software development, business, and customer support-related processes and the technical support experience. A successful candidate will be an experienced technical manager who is willing to take on a challenging space, has a metrics focus, customer focus, and the ability to lead multi-functional teams in a fast-paced environment. If you fit this profile, we would love to talk to you.
Key job responsibilities
1. Direct management of a team of 8+ support engineers, process and service improvements, monitoring and enhancing day-to-day operational efficiency.
2. Planning, project management for software within the team, and building a best-in-class engineering team.
3. Management of resources across teams, driving smaller scope development projects, and building custom tools.
Minimum qualifications
* Bachelor's degree in Engineering or related field.
* Experience managing a team of 8+ support engineers or related technical roles.
* Technical support experience, including troubleshooting technical issues, analyzing logs, dashboards, and responding to service alerts.
* Strong communication skills, with the ability to explain technical issues to diverse audiences.
* Experience in writing technical documentation or support articles.
Preferred qualifications
* Master's degree in Engineering or related field.
* Professional experience in Operations/Support environments.
* Demonstrated problem-solving skills and operational excellence.
* Ability to troubleshoot and describe complex technical processes.
* Effective communication and documentation skills.
* Ability to work under tight deadlines and manage multiple priorities.
* Strong analytical skills, including proficiency with tools like Excel, and experience in data analysis, migration, and metadata management.
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