Amazon Marketing Cloud (AMC) provides a secure, privacy-safe cloud environment for advertisers to analyze pseudonymized data, including their own datasets and Amazon Advertising campaign events. This powerful platform enables advertisers to gain insights for campaign measurement, audience refinement, and supply optimization, leading to more informed cross-channel marketing decisions. Our services handle billions of behavioral signals daily, making speed, scale, and accuracy paramount.

We are seeking a passionate Senior Support Engineer to join our dynamic AMC team. If you thrive on driving customer success, enjoy learning new technologies, and excel in fast-paced environments, this role is for you. You will directly support partners and external customers building business-critical applications on our platform, while collaborating with Amazon Advertising product and engineering teams to ensure swift resolution of customer issues.

As a Sr Support Engineer, you will independently resolve complex customer issues and blockers by delivering knowledgeable and responsive technical support for AMC. Your clients will include large enterprises, direct advertisers, and agencies, often interacting with their Data Analysts and other data-focused stakeholders. You will leverage advanced SQL skills to build solutions and foster customer confidence. Your responsibilities include owning issue investigation, identifying root causes and software defects, and providing effective workarounds when suitable.

You will meticulously gather information to reproduce issues and contribute to software fixes. This role demands ownership of critical customer experience aspects in a fast-paced setting. Beyond issue resolution, you will develop tools to enhance support scalability and service quality, and provide vital input for product prioritization to address underlying customer issues. Upholding Amazon's high customer service standards is essential in this role.

- Track, investigate, and resolve customer questions and issues via phone, email, and live/asynchronous channels, managing varying levels of complexity and customer impact. - Serve 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 and execute complex repro cases to pinpoint software defects, misconfigurations, or environmental issues. - Utilize case management tools to prioritize and manage issues based on customer impact and other factors. - Contribute to the creation and improvement of training materials and documentation for both internal and external users. - Proactively identify customer needs, communicate trends to leadership, and propose innovative solutions to enhance the customer experience. - Provide direct support to data analysts utilizing Amazon Marketing Cloud. - Create queries, code samples, tutorials, and technical articles for the customer community. - Engage with customers to understand their service usage and provide valuable feedback to development teams. - Partner with internal stakeholders to ensure timely and effective customer communication. - Lead internal projects aimed at refining support processes and improving the overall customer user experience.