Support Engineer IV, SPTO Tools
hace 8 horas
Job ID: | Amazon.com Services LLCAre you passionate about automating processes and simplifying work? Is the opportunity to contribute toward Amazon’s ability to scale operations inspiring? We are looking for experienced Support Engineers who can deep dive into processes and invent and simplify with a high degree of ownership.The SPTO Tools Program team is responsible for the customer relations management tools and technology used in day‑to‑day operations at Amazon. The team reduces the cost to serve by automating wherever possible and optimizing the experience where manual intervention is needed. The team leverages CRM tools developed in‑house to deliver service and achieve associated goals. As a Support Engineer, you will analyze operational processes to design, develop, test, launch, and continually improve self‑service software products called Paramount workflows and AWS Connect Contact Flows. You will work with the Selling Partner Trust Operations (SPTO) Organization to understand business models and generate technical requirements supported by program technology. You will partner 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 status, timelines, and challenges. In addition, you will develop ownership of support engineering processes to improve the CRM Tools’ product development lifecycle.Key job responsibilitiesEngage with operations, product, development, and program stakeholders to document requirements, create functional specifications, and generate process maps.Design, develop, test, launch, and improve self‑service software products such as Paramount workflows.Operate as a subject‑matter expert on Amazon’s internal authoring application and workflow engine to develop Paramount workflows.Engage with software development teams to understand and guide evolving program technology.Deep dive into technical product or operational issues to propose and implement simple, effective solutions.Develop efficient solutions through low‑ and medium‑complexity code implementations, integrating existing APIs or creating new ones to harness Large Language Model (LLM) capabilities.Work directly with engineering teams to ensure that customer issues are resolved expediently and root causes are addressed using continuous improvement methodologies.Drive the team to improve operational efficiency across services by developing SLAs, metrics, monitors, procedures, tools, and documentation.Complete analysis and present periodic reviews of operational performance and KPIs.Think proactively to prevent support issues before they are realized.A day in the lifeAs a Support Engineer on the SPTO Tools team, your day revolves around collaborating with international program management and software development teams to enhance CRM tools that automate manual processes. You analyze operational performance data, conduct stakeholder conversations to uncover insights, configure workflow standards, and work cross‑functionally with Engineering, Data Science, and Operations teams. Your focus is on optimizing customer relations management systems to reduce operational costs while improving the selling partner experience, ensuring front‑line operations deliver superior support through technology‑driven solutions that directly impact partner outcomes.About the teamSPTO Org focuses on improving seller trust through comprehensive support and continuous improvement.
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