DESCRIPTION

Job summary

CAPE – Developer Solutions & Engineering team has robust & scalable support model and scope enough to manage app launches and to provide technical support to third party content providers.SE team has unique scope that demands lot of interaction with external partners and developers.Support engineers get opportunities to work with solution architects,business development managers,external developers,internal product teams and program managers.

Key job responsibilities
Solutions Engineer – CAPE – DSE

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? Do you like working on multiple product lines and at the same time analyzing and identifying the common threads and issues that can be leveraged to solve multiple problems? 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.

AE 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.

This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. Some of the key job functions of the support engineer are:

Provide first level of support for tickets filed
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 engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.

A day in the life
The SE team currently has four key responsibilities: 1) Ongoing Steady State Support across partners, 2) Feature Integration and New App Launch Support, 3) Operational Excellence to improve time-to-resolution and reporting on tactical support and 4) Tier-2 support for un-managed partner apps and drive issues to closure working with internal product teams to assist in resolution as needed.

About the team
CAPE – Developer Support & Engineering (DSE) team manages tactical customer and partner issues on Managed Video Partner apps(SPARQ based partner segmentation in US/CA & International countries).

BASIC QUALIFICATIONS

2+ years of development or technical support experience
Experience troubleshooting and debugging technical systems
Experience in Unix
Experience scripting in modern program languages

Required Technical Skills

B.E. in Computer Science or a related field.
2+ years overall development/technical support experience.
Proven track record in working on enterprise level large scale n-tier applications
Development Experience in C/Java or open source based technologies. Understanding of XML/SOAP, web services, web application development, and industry-standard commerce systems.
Demonstrated experience in Perl or shell scripts, a sound understanding of web technologies.
Detailed knowledge of the UNIX/Linux operating system and tools
Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
Demonstrated skill and passion for problem solving and operational excellence.

Required Soft Skills

BIG PICTURE: solve problems at their root, stepping back to understand the broader context
PROACTIVE: You display energy and initiative in solving problems. You follow all possible avenues to get the job done.
ADAPTABLE: You undertake a variety of tasks willingly. You switch from complex to routine tasks when required. You adapt quickly to new technologies and products. You work effectively with a variety of personalities and work styles.
HANDLING STRESS: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done.
QUALITY: You demonstrate appropriate quality and thoroughness.
INTEGRITY: You act with personal integrity at all times.
PROFESSIONAL: You work within your team’s process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.

PREFERRED QUALIFICATIONS

Required Technical Skills

B.E. in Computer Science or a related field.
2+ years overall development/technical support experience.
Proven track record in working on enterprise level large scale n-tier applications
Development Experience in C/Java or open source based technologies. Understanding of XML/SOAP, web services, web application development, and industry-standard commerce systems.
Demonstrated experience in Perl or shell scripts, a sound understanding of web technologies.
Detailed knowledge of the UNIX/Linux operating system and tools
Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
Demonstrated skill and passion for problem solving and operational excellence.

Required Soft Skills

BIG PICTURE: solve problems at their root, stepping back to understand the broader context
PROACTIVE: You display energy and initiative in solving problems. You follow all possible avenues to get the job done.
ADAPTABLE: You undertake a variety of tasks willingly. You switch from complex to routine tasks when required. You adapt quickly to new technologies and products. You work effectively with a variety of personalities and work styles.
HANDLING STRESS: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done.
QUALITY: You demonstrate appropriate quality and thoroughness.
INTEGRITY: You act with personal integrity at all times.
PROFESSIONAL: You work within your team’s process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.