Sr. Support Engineer, Demand Enablement and Product Operations

Amazon is hiring a Senior Support Engineer for Demand Enablement and Product Operations in New York, NY (onsite). In this role, you will help keep the Amazon Demand Side Platform (DSP) running smoothly by leading diagnosis and resolution of complex, systemic production issues. You will also turn what you learn into repeatable troubleshooting playbooks, SOPs, and automation that improve quality, efficiency, and customer experience across the organization.

What you’ll work on

• Evaluate, diagnose, and troubleshoot systemic, customer-impacting DSP production issues, including cases where a support strategy is not yet defined.
• Drive resolution end-to-end and build repeatable troubleshooting solutions to prevent regressions.
• Surface recurring problem themes, create visibility, and drive accountability and action for continuous improvement of the customer experience.
• Partner with operations and business stakeholders to identify root cause, then break complex incidents into parallel workstreams for multiple engineers.
• Develop SOPs and automated tools, including applications, improvements, and scripts, to reduce regressions and increase quality and efficiency.
• Collaborate with support and engineering teams to embed troubleshooting best practices and conduct knowledge shares to mentor peer support engineers.

Requirements

• 5+ years of technical support experience, 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 SQL, MySQL, and ETL Manager, working with large data sets.
• Experience troubleshooting and documenting findings, or experience in development or technical support.
• Experience in agile/scrum or related collaborative workflows, or experience in development or technical support.

Preferred qualifications

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

Compensation and benefits

Compensation: USD 133,100 - 181,000 per year.

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, plus 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)