Support Engineer, Digital

Support Engineer, Digital

Do you like working with very smart technical and business people who are at the forefront of defining and inventing digital media delivery and presentation? Do you like working on multiple product lines and at the same time analyzing and identifying the common threads and issues that can be leveraged to solve multiple problems? If so, this could be a job for you.

The Digital Media Technology group builds unique and exciting digital products.  Some of the digital products we have launched are the Amazon Kindle, Amazon Video On Demand, Search Inside The Book, etc. and are working on exciting new product lines.

The Digital Engineering Support team provides tier 3/4 production support and is also responsible for providing multi-faceted services to Digital product development teams, and working with production Deployment and Operations teams for software product release co-ordination and successful deployment.

This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. Some of the key job functions of the support engineer are:

•Provide support of our incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple product lines.
•Work on operations and maintenance driven coding projects, primarily in Perl or shell scripts, web technologies, with the potential for Java based projects.
•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 co-ordination and follow-up to maintain service level agreements.
•Work with support team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.

The ideal candidate will have these skills:
•    B.S. in Computer Science or a related field.
•    3+ years overall development/technical support experience.
•    Demonstrated experience in Perl or shell scripts, a sound understanding of web technologies.
•    Detailed knowledge of the UNIX/Linux operating system, prior experience with UNIX system administration is a plus.
•    Knowledge of Java based technologies. Understanding of XML/SOAP, web services, workflow modeling, web application development, and industry-standard commerce systems.
•    Proven ability to troubleshoot and identify the root cause of issues.
•    Demonstrated skill and passion for operational excellence.
•    Experience in a 24/7 production environment is a plus.
•    Telecom technology experience a plus.
•    Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done.