Join the Amazon Marketing Cloud (AMC) team, a cutting-edge, privacy-safe environment for advertisers to conduct secure analytics. AMC empowers advertisers to derive insights from their own data and Amazon Advertising campaign events, enabling informed decisions across cross-channel marketing investments. We process billions of behavioral signals daily, where speed, scale, and accuracy are paramount.

This role is ideal for someone passionate about customer success, eager to learn new technologies, and thrives in a dynamic, fast-paced setting. As a Sr Support Engineer, you will be instrumental in assisting partners and external customers building business-critical applications on our platform. Close collaboration with Amazon Advertising product and engineering teams will ensure swift resolution of customer issues.

Independently resolve customer issues and blockers by providing expert technical support for AMC. You will engage with enterprise clients, direct advertisers, and agencies, often interacting with their Data Analysts and other data-focused stakeholders. Utilizing advanced SQL skills, you will build confidence and deliver solutions.

Take ownership of issue investigation, identify root causes and software defects, and propose workarounds to maintain customer continuity. Gather detailed information to reproduce issues and contribute to software fixes. This role involves owning a critical part of the customer experience in a fast-paced environment.

Beyond issue resolution, you will develop tools to enhance support scalability and service quality. Provide crucial input for product prioritization to address underlying customer issues. We uphold the high customer service standards set by Amazon, ensuring an exceptional experience for our advertising customers.

Track, investigate, and resolve customer inquiries using various communication channels, including phone and email, across a range of complexities. Act as an escalation point for the most challenging issues that may involve multiple internal and external organizations.

Collaborate with internal teams to conduct root cause analyses, investigate issues, implement workarounds, and resolve defects. Develop complex reproduction cases to pinpoint potential software defects, misconfigurations, or environmental issues.

Manage and prioritize issues using case management tools, considering customer impact. Contribute to training materials and documentation for both internal users and customers. Proactively seek solutions, identify trends, and propose innovative improvements to enhance the customer experience.

Provide direct support to data analysts using Amazon Marketing Cloud. Create queries, code samples, tutorials, and technical articles. Understand customer service usage and channel feedback to development teams. Drive internal projects to refine support processes and improve the overall customer user journey.

Basic Qualifications include 1+ years of software development or technical support experience, with a proven ability to troubleshoot and debug technical systems. A Bachelor's degree in computer science or a related field is preferred.