Amazon Marketing Cloud (AMC) offers a secure, privacy-conscious cloud environment for advertisers to analyze pseudonymized data sets and gain insights. It supports advertisers in performing campaign measurement, audience refinement, and supply optimization by integrating their data with Amazon Advertising campaign events. This platform handles billions of behavioral signals daily, prioritizing speed, scale, and accuracy.

We are seeking a passionate Senior Support Engineer to enhance customer success by providing expert support to partners and external clients building critical applications on AMC. This role involves direct collaboration with Amazon Advertising product and engineering teams to ensure swift resolution of customer issues, maintaining Amazon's high customer service standards.

Independently resolve complex customer issues and blockers by delivering knowledgeable and responsive technical support for AMC. Engage with large enterprises, direct clients, and agencies, often interacting with their Data Analysts and other data-focused stakeholders.

Utilize advanced SQL skills to build confidence and deliver effective solutions. Take ownership of issue investigation, root cause analysis, and identification of software defects. Conceive and propose workarounds for customer continuity where appropriate.

Gather detailed information to reproduce issues and contribute to the development of software fixes. Develop tools to scale support operations and improve service quality. Provide critical input for product prioritization to address the root causes of customer issues.

Track, investigate, and resolve customer inquiries via phone, email, and live channels, managing various levels of complexity and impact. Act as an escalation point for the most challenging issues spanning multiple internal and external organizations.

Possess at least 1 year of experience in software development or technical support. Demonstrate proficiency in troubleshooting and debugging technical systems. Experience with advanced SQL is crucial for building solutions and gaining customer confidence.

Collaborate effectively with internal teams to conduct root cause analyses, investigate issues, and implement defect resolutions. Develop complex reproduction cases to pinpoint software defects or configuration problems.

Manage and prioritize issues using case management tools, considering customer impact. Contribute to the creation of training materials and documentation for both internal teams and external users.

Actively seek solutions to customer needs, communicate emerging trends to leadership, and propose innovative solutions to enhance the customer experience. Support data analysts utilizing Amazon Marketing Cloud, writing queries, code samples, tutorials, and technical articles. Work with customers to understand their service utilization and provide feedback to development teams, collaborating with stakeholders to ensure timely customer communication.