Job Description

DESCRIPTION

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Are you passionate about using your technical problem-solving skills to enhance operational processes through automation and innovation? We are seeking a talented Support Engineer to join the Trustworthy Shopping Experience (TSE); TOPS Tech Team, where you will design, develop, test, and continuously improve high-quality self-service software products called Paramount workflows. In this role, you will collaborate across functions with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists, and Program Managers to deliver medium to large-scale projects.

You will analyze operational processes, develop technical requirements, and implement effective solutions through code implementations that leverage Amazon technology and services. As a Support Engineer III, you'll have opportunities to embrace Agentic AI and LLM orchestration to optimize workplan development, testing, and automation. Your ability to identify process improvements and collaborate with development teams will be crucial in enhancing workflow efficiency and contributing to technical design decisions that help orchestrate multiple automation systems.



Key job responsibilities

Engage with operations, product, tech, and program stakeholders to document requirements, create functional specifications and generate process maps. Lead the end-to-end development of self-service software products, with a focus on Paramount workflows, including design, development, testing, launch, and continuous improvement. Serve as a Subject Matter Expert for Amazon's internal authoring application and workflow engine to develop Paramount workflows. Possess strong expertise in Generative AI and Agentic systems and concepts, with the ability to integrate these technologies into daily workflows. You will be expected to leverage this knowledge to enhance workflow designs and improve builder productivity through AI-driven solutions. Develop deep expertise as a subject matter expert in specific focus areas, serving as the technical point of contact for your team. Demonstrate comprehensive understanding of various features and systems, including their impact on workplans and orchestration, ensuring all components integrate and function as designed. Lead the comprehensive design, development, and testing of new workflow implementations, with a strong emphasis on Failure Mode and Effects Analysis (FMEA). Develop and implement robust mitigation strategies to identify potential risks and prevent operational disruptions, ensuring seamless workflow deployment and performance. Demonstrate strong analytical capabilities to investigate technical product and operational issues, developing straightforward yet effective solutions. Provide technical guidance while encouraging team members to identify and address root causes. Take ownership of documentation improvement by identifying gaps, enhancing existing materials, and creating new documentation where needed to support operational excellence. Design, develop, test, launch and improve self-service software products such as Paramount workflows. Demonstrate strong leadership by guiding team members through root cause analysis and problem resolution. Act as a collaborative team player who readily steps across functional boundaries to share technical expertise, best practices, and provide valuable technical guidance to colleagues. Partner proactively with various Technology teams to understand their roadmap and assess its impact on workplan designs and outcomes. Contribute to the evolution of program technology by gaining deep insights into different implementation strategies across our proprietary tools, internal applications, and service architectures. Leverage this comprehensive understanding to implement effective bug fixes and system improvements. Design and implement efficient solutions through development of low to medium complexity code, focusing on API integration and development to leverage Large Language Models (LLMs). This includes both utilizing existing APIs and creating new ones to harness the full potential of AI capabilities.


A day in the life

Join us for an exciting and dynamic role where every day brings new challenges and opportunities to innovate!

Your day starts with strategic planning - reviewing product roadmaps and prioritizing high-impact and priority initiatives. Engage in collaborative sessions with Product, Program, and Operations teams to understand process requirements. Put your technical expertise to work by analyzing technical designs (LLDs and HLDs) and architecting robust workflow designs.

Drive innovation by leveraging


technologies - from implementing Gen AI solutions to enhancing workflow automation through AI integration. Take ownership of critical problem-solving, whether it's resolving urgent escalations to improve customer experience, optimizing operational productivity, or collaborating with tech teams to implement solutions.

This role offers you the perfect blend of technical depth and business impact. You'll have the opportunity to architect solutions, write code, troubleshoot complex issues, and drive continuous improvement through documentation and process enhancement. If you're passionate about building scalable solutions and want to work at the intersection of technology and business operations, this role is for you!



About the team

The Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. We do this by (1) eliminating catalog defects, (2) ensuring listings are compliant with Amazon's selling policies, (3) helping customers find selling partners that have a good ordering and fulfillment record, (4) ensuring customers receive authentic products in the condition they expect, and (5) in the rare chance the order experience does not meet customer expectations, protecting them by making things right with our A-to-z Guarantee. Our selling partners are also our customers and we work hard to educate and support them to facilitate a positive and friction-free selling partner experience. We design workplans and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers.

TOPS Tech team delivers AI-first solutions that make quick, accurate decisions at scale while protecting customers and enabling brands and selling partners to succeed. We drive automations in human workflows and optimization of investigator experience to achieve business goals while reducing the cost to serve.

We are looking for a Support Engineer with a passion for technology, innovation with analytical and communication skills. You will enjoy working with technology, and the ability to see your insights drive the creation of real tools and features for our operations teams, thereby, impacting customer experience and seller experience of merchants participating in our Marketplace on a regular basis. You will collaborate with Software Engineering, Data Science, Product Management, Program Management and Operations Teams to build a deeper understanding of operational performance and drive improvements which directly influence Amazon's bottom-line.

BASIC QUALIFICATIONS

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2+ years of software development, or 2+ years of technical support experience Experience troubleshooting and debugging technical systems Experience scripting in modern program languages

PREFERRED QUALIFICATIONS

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Knowledge of web services, distributed systems, and web application development Experience troubleshooting & maintaining hardware & software RAID Experience with REST web services, XML, JSON


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