Sr. Support Engineer, Demand Enablement and Product Operations

Job :  |  Services LLC

As a technical support leader for the Amazon Demand Side Platform (DSP) Troubleshooting organization, you are regarded across the company as an authority on DSP issue resolution. You evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues, including problems where the support strategy is not yet defined, delivering independently with limited guidance.

You provide visibility into recurring problem themes and drive the accountability and action needed for continuous improvement of the customer experience. You break complex problems into actionable work streams that multiple engineers can run in parallel, and you interface with operations and business partners to determine root cause. You manage organization-wide outages with accurate documentation and timely resolution, lead retrospectives, author COEs, and drive the resulting actions to long‑term closure.

You lead cross‑functional initiatives that build repeatable troubleshooting solutions, and you develop SOPs and automated tools — applications, improvements, and scripts — that eliminate regressions and improve quality and efficiency. As an expert in system design, you contribute to organization design reviews for new products to ensure supportability, scalability, and performance are built in from the start, and you influence leaders to set the right goals and make decisions that produce measurable outcomes.

You collaborate across support and engineering teams to resolve issues and embed troubleshooting best practices, and your approach sets the standard for operational excellence. You play a significant role in team growth through onboarding, mentoring, hiring, and guide peer support engineers through knowledge shares and by reinforcing best practices,

• Evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer‑impacting DSP production issues, including problems where the support strategy is not yet defined.
• Provide visibility into recurring problem themes and drive accountability and action for continuous improvement of the customer experience.
• Interface with operations and business partners to determine root cause, and break complex problems into work streams that multiple engineers can run in parallel.
• Develop SOPs and automated tools (applications, improvements, and scripts) that eliminate regressions and improve quality and efficiency.
• Collaborate across support and engineering teams to embed troubleshooting best practices, and mentor peer support engineers through knowledge shares.

• 5+ years of technical support, or 2+ years of software development experience
• Experience scripting in modern programming languages, or experience in development or technical support
• Experience troubleshooting and debugging technical systems, or experience in technical support
• Knowledge of databases (querying and analysing) such as SQL, MYSQL, and ETL Manager and working with large data sets
• Experience troubleshooting and documenting findings, or experience in development or technical support
• Experience in agile/scrum or related collaborative workflow, or experience in development or technical support

• Experience leading technical initiatives and key deliverables
• Experience as a mentor, tech lead or leading an engineering team, or experience debugging, profiling, and implementing best software engineering practices in large‑scale systems

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