Join the Amazon Marketing Cloud (AMC) team, a cutting-edge, privacy-safe cloud environment empowering advertisers with powerful analytics. AMC enables advertisers to gain insights from diverse data sets, including their own information and Amazon Advertising campaign events. This platform is crucial for campaign measurement, audience refinement, and supply optimization, driving more informed marketing decisions.

Our services process billions of behavioral signals daily, demanding exceptional speed, scale, and accuracy. If you're passionate about customer success, eager to learn new technologies, and thrive in a dynamic, fast-paced setting, AMC is looking for you. We seek a Sr Support Engineer to assist partners and external customers in building business-critical applications on our platform. You will collaborate closely with Amazon Advertising product and engineering teams to ensure swift resolution of customer issues.

As a Sr Support Engineer, you will be instrumental in independently resolving customer issues and overcoming blockers by delivering expert and responsive technical support for AMC. You'll engage with enterprise clients, direct advertisers, and agencies, often interacting with their Data Analysts and other data-focused professionals. Leveraging advanced SQL skills, you will construct robust solutions and build customer confidence.

You will own the entire issue investigation process, from identifying root causes and software defects to devising and implementing acceptable workarounds for seamless customer continuity. Your role involves gathering detailed information to precisely reproduce issues, contributing valuable insights for software fixes.

This role operates within a complex, fast-paced environment where you'll manage critical aspects of the customer experience and address fundamental customer needs. Beyond issue resolution, you will develop tools to enhance support scalability and service quality. Your feedback will be vital for product prioritization, addressing the underlying causes of customer challenges and driving improvements.

Track, investigate, and resolve customer inquiries and issues across various communication channels, including phone and email, at multiple 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 directly with internal teams to conduct root cause analyses, investigate issues, implement workarounds, and resolve defects.

Develop and execute complex reproduction cases to pinpoint potential software defects, misconfigurations, or environmental issues.

Utilize case management tools to prioritize and manage issues based on factors like customer impact.

Contribute to the creation and enhancement of training materials and documentation for both internal teams and external users.

Proactively identify customer needs, communicate emerging 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 examples, tutorials, and technical articles for the customer community.

Engage with customers to understand their service utilization and provide constructive 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.

Basic Qualifications: - Minimum 1 year of software development or technical support experience. - Proven ability in troubleshooting and debugging technical systems.

Preferred Qualifications: - Bachelor's degree in Computer Science or a related field is advantageous.