Solutions Engineer - Mobile App Developer Support

Solutions Engineer, Developer Solutions and Engineering Team

Are you passionate about mobile apps? As a Solutions Engineer for Content Apps and Partner Engagement (CAPE) team, you will develop world class technical solutions to enable developers, distribute their apps and games within the Amazon Appstore, and grow their businesses. As a Solutions Engineer, you will work with third party developers to analyze and resolve issues with application development for general Android, Amazon mobile SDKs and APIs, as well as Amazon Fire devices. You will be interacting with both external developers and internal teams via a number of communication channels to drive solutions that meet developer needs, support App feature integrations. If you have a passion for the AI developments, design, app space, a solid understanding of the technologies involved, and a strong ability to communicate clearly and advocate for mobile app developers, this role is for you.

Key job responsibilities
- Escalation level debugging and troubleshooting for app developers
- Analyzing, solving, and creating solutions for developers
- Developing documentation and other materials to support developers
- Act as a subject matter expert for Amazon mobile APIs and Services, as well as Amazon Devices
- Driving projects to improve the Amazon developer experience
- Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
- Work on maintenance of coding projects, primarily in Perl or shell scripts, web technologies, and Java based projects.
- Read and understand complex application code and make code fixes to resolve support issues
- Develop tools to aid operations and maintenance.
- Ownership of one or more Digital products or components.
- Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
- Work with engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.

A day in the life
The SE team currently has four key responsibilities: 1) Ongoing Steady State Support across partners, 2) Feature Integration and New App Launch Support, 3) Operational Excellence to improve time-to-resolution and reporting on tactical support and 4) Tier-2 support for un-managed partner apps and drive issues to closure working with internal product teams to assist in resolution as needed.

About the team
CAPE Developer Support & Engineering (DSE) team manages technical support for customer and partner issues and app feature integrations on Managed Video Partner apps (SPARQ based partner segmentation in US/CA & International countries)

Basic Qualifications

- Bachelor's degree in computer science or equivalent
- 4+ years of technical support experience

Preferred Qualifications

- 4+ years of software development with object oriented language experience
- Proven track record in working on enterprise level large scale n-tier applications
- Development Experience in C/Java or open source based technologies. Understanding of XML/SOAP, web services, web application development, and industry-standard commerce systems.
- Demonstrated experience in Perl or shell scripts, a sound understanding of web technologies.
- Detailed 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.

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