Senior Support Engineer - Measurements and Data Science

Support Engineer III, Measurements & Data Science

Job Description

Amazon has earned a reputation for excellence in the world by leading innovative technologies. Our humongous scale helps engineers experience the thrill of working on a system of humongous scale. We are looking for you if you are a highly determined/motivated engineer who loves challenges and commits to improvement every day. Our Support Engineers get exposure to disruptive technologies applied to our software solutions. They collaborate with software development teams to raise engineering and operational excellence to define the future.

The MADS (Measurements AdTech & Data Science) Billing Support team is looking for a talented Support Engineer to join our mission-critical operations supporting global advertising billing applications. You will be at the forefront of ensuring seamless billing experiences for advertisers worldwide, working with cutting-edge distributed systems that process multi-million transactions worth billions of dollars daily.

As part of the Billing Support team supporting Sponsored Ads worldwide rapid growth, you will support systems that manage all advertiser-facing functions including billing, invoicing, accounting automation, budgets, promotions, and payments in real-time. These systems demand millisecond-level SLAs and guarantee high availability to ensure advertisers' experiences are never impacted.

Key job responsibilities
Core Support Responsibilities:

Provide technical support for MADS Billing applications, ensuring high availability and performance of critical billing, budgeting, and payment systems

Conduct technical mitigations and deep dives on reported issues to identify root causes and implement corrective actions

Work directly with development teams and partner teams to improve the billing experience for our advertising customers globally

Monitor system health and proactively detect performance degradation by building efficient metrics, monitors, and alarms using in-house tools

Incident Management & Prevention:

Identify patterns in repeated incidents and conduct thorough Root Cause Analysis (RCA) to prevent recurrence

Drive operational excellence proactively by implementing preventive measures and process improvements based on incident trends

Collaborate with development and product teams to prioritize and resolve systemic issues affecting customer experience

Maintain comprehensive documentation of incidents, resolutions, and preventive actions

Innovation & Automation:

Implement Generative AI solutions and intelligent agents to enhance incident handling and customer support

Build automation tools to optimize billing systems, simplify operational processes, and reduce manual intervention

Develop self-healing mechanisms and automated remediation workflows for common incident scenarios

Leverage AI/ML technologies to predict and prevent potential system issues before they impact customers

Technical Excellence:

Work across platform stacks including SQL, Java, .NET, C#, Python, and AWS services

Troubleshoot and debug complex distributed systems handling hundreds of millions of API requests daily

Ensure design effectiveness and complement custom-developed applications across the technology stack

Participate in on-call rotations with focus on automating solutions for self-healing systems

Basic Qualifications

- Experience troubleshooting and debugging technical systems
- Knowledge of cloud platforms and cloud computing such as AWS, Azure, Google Cloud Platform, etc.
- 2+ years of software development, or 2+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems

Preferred Qualifications

- Bachelor's degree in computer science or equivalent
- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON
- Experience with AWS services and cloud-based architectures
- Familiarity with AI/ML technologies and automation frameworks
- Strong analytical and problem-solving skills with focus on root cause analysis

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Experience Level

Senior Level