Job summary
Work hard. Have fun. Make history.
At Catalog Support and Programs (CSP) we provide user technical support WW and provide the business with a single point of contact for issues related to Catalog systems and tools. We enable increased selection through new marketplace, merchant and retail pipeline set-ups, and own the on-boarding of new vendor feed integrations. Our team owns driving strategic cross-functional programs that span across multiple catalog services teams and own governance and configuration of metadata and business rules.
As a leader in the CSP organization, you will lead your team in supporting our business teams worldwide by providing critical product support, carrying out data research, liaising with technology and other internal teams on workflow improvements, data interpretation and data improvements and help providing solutions that drive ongoing improvements to the quality of Amazon’s catalogs.
To meet these challenges, we are looking for passionate, talented and super-smart support managers. We are looking for people who can mentor support engineers, innovate, love solving hard problems and never take no for an answer.
Lead a team in supporting our business teams worldwide by providing critical product support
Technically lead on your team and act as a subject matter expert for one or more services
Lead large multi-team projects and resolve the most complex support issues.
Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
Think proactively and work to prevent support issues before they are realized.
Regularly work with management to assign tasks and small projects to other Support Engineers
Take a role in the strategic direction of the team
Play a significant role in hiring, mentoring, and training employees
Demonstrate excellent judgment when making decisions.
Bachelor's degree in Engineering or related field.
8+ years experience in software development, testing or support engineering.
3+ years of technical lead experience
2+ years of experience in hiring, developing and evaluating performance of engineers.
Hands on experience in perl/shell scripting, JavaScript, SQL queries and Linux commands.
Experience in electronic data interchange is a plus.
Demonstrated skill and passion for problem solving and operational excellence
Ability to understand, troubleshoot and describe complex technical processes and issues.
Clear and effective communication & documentation skills.
Technical support experience is a definite plus.
You can solve problems at their root, stepping back to understand the broader context.
You will have experience in influencing other teams internally and externally to deliver the right solutions for the end customers.
You will have experience in defining metrics for larger, more complex projects and productivity.
You have experience in understanding needs of business and end customers and translating them into right solutions.
You will have the art of making your team a great place to work and grow.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.