Support Engineering Manager

Description

Come be a part of a rapidly expanding $25 billion dollar global business. At Amazon Business, we set out every day to innovate and disrupt the status quo. We stand at the intersection of tech and retail in the B2B space developing innovative purchasing and procurement solutions to help businesses and organizations reimagine buying. Bring your insight, imagination and a healthy disregard for the impossible. Join us in building and celebrating the value of Amazon Business to buyers and sellers of all sizes, unlocking our potential worldwide.

Amazon Business launched in 2015 with a vision to give businesses a simple, personalized and transparent online B2B experience. An extension of this vision was to simplify the integration for businesses connecting their e-procurement systems to Amazon Business, while giving them access to a broader selection of products and sellers.

If you're passionate about solving complex technical challenges, thrive on working with a diverse set of global customers, and enjoy variety in your day-to-day work, this role offers all of that and more. As a Support Manager for the Amazon Business team, you’ll need a deep understanding of modern technology landscapes and the ability to assess and integrate emerging technologies. You’ll play a key role in shaping operational excellence standards, working closely with peers and senior leaders across Amazon Pay.

This role requires navigating abstract, cross-functional challenges and driving scalable improvements across teams, services, and platforms. We’re looking for a leader with strong cloud infrastructure knowledge, programming acumen, operational expertise, and a passion for driving innovation. You'll be empowered by robust backend systems, established processes, and a high-performing team focused on improving customer experience.

As a Support Engineering Manager, you will lead a diverse team of Support Engineers in delivering technical support for internal and externally-facing services while driving operational excellence and enhancing customer experiences. You will shape your team’s strategic direction by establishing clear performance metrics and aligning them with organizational goals. Your focus on senior engineer growth will create opportunities for leadership development and foster a culture of continuous improvement. By simplifying processes, optimizing team performance, and effectively communicating across functions, you will ensure high-quality solutions and maintain a psychologically safe environment that encourages innovation and collaboration. Your leadership will also influence cross-functional initiatives and drive impactful discussions to balance proactive and reactive customer support.

Key job responsibilities
. Lead a team in supporting our business teams worldwide by providing critical product support
· Technically lead your team and act as a subject matter expert for one or more services
· Lead large multi-team projects and resolve the most complex support issues
. Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies
· Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
. Complete analysis and present periodic reviews of operational performance and KPIs
· Think proactively and work to prevent support issues before they are realized
· Regularly work with management to assign tasks and small projects to other Support Engineers
· Take a role in the strategic direction of the team
· Play a significant role in hiring, mentoring, and training employees
· Demonstrate excellent judgment when making decisions

Basic Qualifications

- A Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or five or more years of work experience in System development as an equivalent.
- 5 or more years of people management experience leading System development teams.
- Proficiency in one or more general-purpose programming languages such as Java, C/C++, C#, Objective C, Python, JavaScript, Ruby, and Go.
- Experience designing, building, and operating large-scale distributed systems or web services.
- Experience in managing large scale infrastructure and automation
- Experience engaging and influencing senior executives using both verbal and written communication tools

Preferred Qualifications

- Expertise in operational excellence, security compliance, and distributed systems’ resiliency.
- Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations.
- Experience developing in Python for similar modern programming language, such as C++, Java, C#, or Ruby.
- Expertise in operations of highly available and scalable internet systems with large customer base.
- Experience managing staff and meetings across multiple sites and time zones.
- Excellent communication abilities, both verbal and written, including long-form business writing on complex topics
- Ability to drive effective teamwork, collaboration and commitment
- Excellent analytical problem solving and troubleshooting skills
- Experience developing and improving operational documentation, procedures and workflows
- Ability to credibly coordinate between technical teams, peers and business stakeholders
- Ability to quickly learn and adopt new technologies
- Experience managing on-call support coverage, escalation and critical issue management
- Experience in contributing to the definition and implementation of automation opportunities within an operations environment
- Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long term fixes and avoid repeating issues

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.