Application Engineer, RBS

Retail Business Services (RBS) supports Amazon's Retail business growth WW through three core tasks: (a) Selection, where RBS sources, creates and enriches ASINs to drive GMS growth; (b) Defect Elimination, where RBS resolves inbound supply chain defects and develops root cause fixes to improve free cash flow; and (c) supports operational processes for WW Retail teams where there is an air gap in the tech stack. The tech team in RBS develops automation that leverages machine/deep learning to scale execution of these high-complexity tasks that currently require human cognitive skills. Our solutions ensure that information in Amazon's catalog is complete, correct and comprehensive enough to give Amazon customers a great shopping experience every time. That's where you can help.

We believe in the "Work Hard. Have Fun. Make History" value by sharing learning experiences from the front line with development teams. The options for people in the team are vast: if you like mastering a domain and going deep, we need you. If you can juggle multiple tasks and coordinate with many people during incidents, we need you. If you love process and methodical improvement, you will love it here. If you prefer to focus on coding with limited interruptions, we have a spot for you too.

We challenge one another daily and hold ourselves accountable for our work product and our customers' overall success. We enjoy interactions with customers, problem solving, and digging into complex issues. We continually seek ways to improve customer experience, product quality, our support system, and our own development.

Work/Life Balance

RBS Tech places a high value on work-life harmony. It isn't about hours spent, but the flow that brings energy to both parts of life. We encourage finding a personal balance between work and life.

Mentorship & Career Growth

Our team supports new members with a broad mix of experience and tenure, celebrating knowledge sharing and mentorship. Senior members provide one-on-one mentoring and constructive code reviews. We offer informal technical discussions with Principal & Senior Engineers and provide trainings through online platforms such as O'Reilly and encouragement to pursue AWS/ML certifications.

Key job responsibilities

We are looking for a sharp, experienced Application Engineer (AE) with a diverse skillset and background. As an AE, you may act as a technical lead and subject matter expert for one or more services, serving as a support leader across the organization and engaging in cross-team planning. You are expected to lead large multi-team projects and resolve the most complex support issues. You understand the business impact of support decisions and drive the team to improve operational efficiency through the development of SLAs, metrics, monitors, procedures, tools, and documentation. You may regularly work with management to assign tasks and small projects to other Support Engineers. You design and develop complex high-performing scripts and applications. You collaborate with other Amazon leaders to share ideas and improve support across the company. You play a significant role in hiring, mentoring, and training employees and in guiding career growth for team members. You demonstrate excellent judgment in decision-making. You actively mentor individuals and the broader community on advanced technical issues. On-call support is a critical responsibility, including alarm monitoring, application infrastructure, and bug fixes. On-boarding clients to the platform and familiarizing them with platform features and capabilities are also part of the role.

BASIC QUALIFICATIONS

• 5+ years of software development or technical support experience
• Owns support activities for services and collaborates with development teams to improve service support
• Understanding of software development principles, design patterns and best practices
• Ability to understand/debug existing code and write clean, efficient code
• Good understanding of relational database management systems like MySQL, PostgreSQL using SQL
• Familiarity with software testing principles; testing experience is valuable
• Provide technical guidance and mentoring to junior engineers
• Ability to analyze complex technical solutions, propose innovative solutions and guide resolution
• Strong communication with cross-functional teams, stakeholders, and clients
• Ability to handle high-impact incidents, perform root cause analysis, and drive to closure
• Excellent communication skills for customers via email, phone or screen-share
• Team-oriented interpersonal skills with the ability to interface with a wide range of roles

PREFERRED QUALIFICATIONS

• Strong understanding of support processes, SLAs, tickets, monitoring, processes and metrics
• Hands-on experience with cloud technologies
• Experience with distributed/enterprise applications
• Experience developing automated solutions

About the team

Retail Business Services (RBS) supports Amazon's Retail business growth WW through three core tasks: (a) Selection, where RBS sources, creates and enriches ASINs to drive GMS growth; (b) Defect Elimination, where RBS resolves inbound supply chain defects and develops root cause fixes to improve free cash flow; and (c) supports operational processes for WW Retail teams where there is an air gap in the tech stack. The tech team in RBS develops automation that leverages machine/deep learning to scale execution of these high-complexity tasks that currently require human cognitive skills.

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