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Support Engineer

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Amazon

13d ago

  • Job
    Full-time
    Mid Level
  • Software Engineering
    IT & Cybersecurity
  • Chennai

AI generated summary

  • You need 4+ years in software development or technical support, Unix expertise, scripting skills, agile experience, and knowledge of distributed systems and RESTful APIs.
  • You will troubleshoot tickets, support software deployment, develop maintenance tools, report system status, handle customer notifications, and collaborate with engineering on active support issues.

Requirements

  • 4+ years of software development, or 4+ years of technical support experience
  • Experience troubleshooting and debugging technical systems
  • Experience in Unix
  • Experience scripting in modern program languages
  • Experience in agile/scrum or related collaborative workflow
  • Knowledge of distributed applications/enterprise applications
  • Knowledge of UNIX/Linux operating system
  • Experience analyzing and troubleshooting RESTful web API calls

Responsibilities

  • Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
  • Work on operations and maintenance driven coding projects, primarily in Java, Perl, or shell scripts, and AWS technologies
  • Software deployment support in staging and production environments
  • Develop tools to aid operations and maintenance
  • System and Support status reporting
  • Ownership of one or more Digital products or components
  • Customer notification and workflow coordination and follow-up to maintain service level agreements
  • Work with engineering team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

FAQs

What is the main focus of the Support Engineer role at Amazon Music?

The main focus of the Support Engineer role is to provide support for incoming tickets, troubleshoot technical issues, and contribute to the operations and maintenance of Amazon Music’s products and services.

What programming languages should I be familiar with for this position?

You should have experience with Java, Perl, or shell scripts, as well as knowledge of modern programming languages for scripting tasks.

Is experience in Unix necessary for this role?

Yes, experience in Unix is required as it is essential for troubleshooting and supporting technical systems.

What is the team structure like at Amazon Music?

The team operates in an agile environment where every team member has a critical voice in the decision-making process, and collaboration across various job functions is encouraged.

Are there opportunities for professional growth within this role?

Yes, there are opportunities for professional growth, as team members have ownership over digital products and can contribute to new and exciting projects within Amazon Music.

What kind of support will I be providing in this role?

You will provide support for incoming tickets, troubleshoot issues across multiple products and services, and assist in software deployment in both staging and production environments.

What does "ownership of one or more Digital products or components" mean in this context?

It means that you will be responsible for managing, supporting, and ensuring the performance of specific digital products or components within the Amazon Music ecosystem.

Will I have to work with the engineering team directly?

Yes, you will work closely with the engineering team for handling active support issues and building a specific knowledge base and skill set.

Is knowledge of RESTful web APIs necessary for this position?

While it's not a strict requirement, knowledge of analyzing and troubleshooting RESTful web API calls is preferred and would be beneficial for the role.

What is the work culture like at Amazon Music?

The work culture at Amazon Music is collaborative and innovative, promoting the sharing of ideas and contributions towards creating exciting music streaming experiences.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.