Software Support Engineer

2 weeks ago


San Francisco CA, United States Amazon Full time

Do you like working with very smart technical and business people who are at the forefront of defining and inventing digital media delivery and presentation? If so, this could be a job for you The Digital Media Technology group builds unique and exciting digital products and responsible for Amazon Kindle, Digital Video, Audio, Music, Audible and Digital Text products. We build an eclectic set of rich media ingestion technologies, platforms and processes and taking what's possible with digital media to the next level.
Some of the key job functions of the support engineer are:
Software Support Engineering is a shared services organization responsible for providing multi-faceted application engineering services to multiple Digital product development teams.
Developing Tools, applications, code improvements and scripts to resolve operational burden of support engineers and Operations
Support engineering and troubleshooting on issues related to the digital platform services and content for various products
Interface with content acquisition, content providers, operations and technical teams to ensure content publishing and delivery as per service level agreements
Production Builds, Tools, and Configuration Management for software product releases and successful deployments.
Provide first level of support for tickets filed in Audible
Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
Work on maintenance of coding projects, primarily in Perl or shell scripts, web technologies, and Java based projects.
Read and understand complex application code and make code fixes to resolve support issues
Software deployment support in staging and production environments.
Develop tools to aid operations and maintenance.
System and Support status reporting.
Ownership of one or more Digital products or components.
Customer notification and workflow co‑ordination and follow‑up to maintain service level agreements.
Work with Audible engineering team for handing‑off or taking over active support issues and to create a team specific knowledge base and skill set.
Bachelor’s degree in Computer Science or a related field.
2-4 years overall development/technical support experience.
2-4 years of experience to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
2-4 years of experience working on networking, hardware performance and audio/video technologies within Consumer Electronics.
Development Experience in Python/Ruby/NodeJS/C/Java or open source based technologies.
Experience in Perl or shell scripts, XML/SOAP, web services, web application development.
Experience in UNIX/Linux operating system and tools.
Experience working on enterprise level large scale n-tier applications.
QUALITY: You demonstrate appropriate quality and thoroughness.
You act with personal integrity at all times.
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 for more information. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.



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