Amazon Marketing Cloud (AMC) is seeking a Sr. Support Engineer to empower partners and external customers building critical applications on our platform. This customer-facing role requires deep technical expertise across AWS services, exceptional communication abilities, and a project management approach. You will act as a vital link between customers and internal teams, ensuring a smooth onboarding experience and championing customer needs.

Join us if you are passionate about customer success, eager to learn new technologies, and thrive in dynamic, fast-paced environments. You will collaborate directly with Amazon Advertising product and engineering teams to expedite customer issue resolution, maintaining the high customer service bar set by Amazon.

Independently resolve complex customer issues and blockers by providing expert, responsive technical support for AMC. Interact with customer Data Analysts and other data-focused stakeholders, leveraging advanced SQL skills to build confidence and deliver solutions. Own issue investigation, identify root causes and software defects, and propose workarounds. Gather detailed information to aid in reproducing issues and contributing to software fixes.

Develop tools to scale support and service quality, and provide critical input for product prioritization. Track, investigate, and resolve customer questions using various communication channels. Act as an escalation point for complex issues spanning multiple organizations. Develop and implement complex repro cases to identify potential defects or misconfigurations.

Manage and prioritize issues using case management tools. Build and contribute to training materials. Actively seek solutions, communicate trends, and suggest innovative solutions. Write queries, code samples, tutorials, and technical articles. Work with customers to understand their service usage and provide feedback to development teams. Drive internal projects to improve support processes and customer experience.

Requires a minimum of 3 years of technical support experience and 2+ years of experience with scripting languages. A Bachelor's degree in Computer Science or an equivalent field is essential.

Demonstrated experience in troubleshooting and debugging technical systems is a must. Familiarity with cloud platforms such as AWS, Azure, or Google Cloud Platform is preferred, enhancing your ability to support diverse customer environments.