Sr. Support Engineer, Demand Enablement and Product Operations

Amazon’s Demand Enablement and Product Operations team is seeking a senior technical support leader to drive diagnosis and resolution of production issues affecting Amazon Demand Side Platform (DSP). This role focuses on systemic troubleshooting, scalable operational excellence, and improving the quality and efficiency of customer-facing support workflows.

Location

New York, NY (onsite)

Compensation

USD 133,100 - 181,000 per year

Role Summary

In this position, you will own the process for evaluating, diagnosing, and resolving customer-impacting DSP production issues. You will build repeatable troubleshooting approaches, establish operational improvements, and drive continuous enhancement of the support strategy when it is not yet fully defined.

Key Responsibilities

• Evaluate, diagnose, troubleshoot, and drive resolution of systemic DSP production issues, including cases where the support strategy is not yet established.
• Identify recurring problem themes, create visibility into root causes, and drive accountability and action to improve the customer experience.
• Partner with operations and business stakeholders to determine root cause, and decompose complex problems into parallel workstreams for multiple engineers.
• Develop SOPs and automate troubleshooting solutions using applications, improvements, and scripts to reduce regressions and raise quality and efficiency.
• Collaborate with support and engineering teams to standardize troubleshooting best practices, and mentor peer support engineers through knowledge shares.

Required Qualifications

• 5+ years of technical support, or 2+ years of software development experience.
• Experience scripting in modern programming languages, or experience in development or technical support.
• Experience troubleshooting and debugging technical systems, or experience in technical support.
• Knowledge of databases including querying and analysis with technologies such as SQL, MYSQL, and ETL Manager, along with work involving large data sets.
• Experience troubleshooting and documenting findings, or experience in development or technical support.
• Experience working in agile/scrum or related collaborative workflows, or experience in development or technical support.

Technologies

• SQL
• MYSQL
• ETL Manager

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for Supplemental life plans)
• EAP
• Mental Health Support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave
• Sign-on payments and restricted stock units (RSUs)

Preferred Qualifications

• Experience leading technical initiatives and key deliverables.
• Experience mentoring, serving as a tech lead, leading an engineering team, or debugging, profiling, and applying best software engineering practices in large-scale systems.