Support Engineer , CoSS

Description

The Compliance Shared Services (CoSS) organization's mission is to build shared services for managing regulations. The SPIDER (Streamlining Planning, Deployment and Post-Release) team within CoSS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners. SPIDER is looking for a passionate, results-oriented, operationally focused Support Engineer to support the fast-evolving and expanding Seller Compliance space.

The role encompasses working with a support engineering team that provides support for multiple products and platforms, including engineering development support (root cause analysis, code fixes), customer support self-service (tools development), and business decision-making support (data mining, report generation, scripting). The Support Engineering team comprises world-class engineers with technical skills blending systems and software engineering.

We are looking for a Support Engineer with experience in software engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service support-related processes and technical support experiences. A successful candidate so someone who is willing to take on challenging responsibilities, has a metrics-focused approach, demonstrates customer focus, and has the ability to lead in multi-functional and fast-paced environments. If you fit the profile, we would love to talk to you.

Responsibilities include working with a team of support engineers, enhancing process and service improvements, monitoring and improving day-to-day operational efficiency, and being self-motivated. The role also involves driving smaller-scope development projects and building custom tools.

Key job responsibilities
o Diagnose and resolve production software issues across multiple products and services
o Perform comprehensive troubleshooting and root cause analysis for technical challenges
o Provide timely and effective support through ticket management and customer communication
o Coordinate support issue handoffs within the team
o Develop and contribute to a comprehensive team knowledge base
o Collaborate with cross-functional teams to improve operational excellence Product and Service Ownership
o Ensure adherence to service level agreements (SLAs)
o Coordinate customer notifications and workflow management

Basic qualifications

- Technical support experience
- Experience troubleshooting technical issues, including reading and analyzing logs, using dashboards, and responding to service alerts and alarms
- Demonstrated experience in Python or shell scripts, a sound understanding of web technologies.
- Strong verbal and written communication skills, with the ability to clearly explain technical issues to different audiences, including customers and leadership.
- Experience in writing technical documentation or support articles.

Preferred qualifications

- Bachelor's degree in Engineering or related field
- Professional experience in Operations / Support environment.
- 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
- Ability to work effectively with tight deadlines in a fast-paced environment
- Proven ability to manage multiple, competing priorities simultaneously
- Proven analytical and quantitative skills (includes the ability to effectively use tools such as Excel) and an ability to analyze, migrate, solving ambiguity and fixing inconsistencies of metadata.

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