Support Engineer III

DESCRIPTION

Job summary
Amazon Music
Mercury is creating new products and solutions for up-and-coming artists, enabling their work to reach and delight fans. Our work involves creating user-facing Mobile and Alexa apps, a microservice architecture backend, encapsulating low-latency high-fidelity voice interfaces, and ML-based music and voice content analysis.

The Amazon Music – Mercury Support Engineering team provides production support for tier 1-2 services. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.

Some of the key job functions

• Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
• Work on operations and maintenance driven coding projects, primarily in Java, Perl, or shell scripts, and AWS technologies
• Software deployment support in staging and production environments
• Develop tools to aid operations and maintenance
• System and Support status reporting
• Ownership of one or more Digital products or components
• Customer notification and workflow coordination and follow-up to maintain service level agreements
• Work with support team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

BASIC QUALIFICATIONS

• 2+ years of development or technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in Unix
• Experience scripting in modern program languages

• B.E. in Computer Science or a related field.
• Strong knowledge of programming, Operating System and Data structures concepts preferred
• Comfortable communicating cross-functionally and across management levels in formal and informal settings
• Shows creativity and initiative to improve productivity and develop defect reduction strategies using automation or creative processes.
• Ability to understand technical specifications, distributed systems architecture and ability to deep dive on service/application logs

PREFERRED QUALIFICATIONS

• Proven track record in working on enterprise level large scale n-tier applications
• Development Experience in Java. Understanding of XML/SOAP, web services, web application development, and industry-standard commerce systems.
• Sound experience in Perl, Python or shell scripts, a sound understanding of web technologies.
• Good knowledge of the UNIX/Linux operating system and tools
• Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
• Demonstrated skill and passion for problem solving and operational excellence.

Amazon is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation