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DESCRIPTION

Advertising is one of the hottest growing areas at Amazon. Our Demand Side Platform (DSP) is becoming increasingly popular with major advertisers worldwide and is competing head-to-head with the big players in the space. Our goal is to make Amazon’s DSP the number one destination for e-commerce advertising anywhere in the world.

The DSP Support Engineering team supports DSP customers across a wide variety of technologies and platforms. As part of the DSPSE team, you will play an instrumental role in solving customer-impacting issues and enhancing the quality of our platform.

The DSPSE team is looking for a Support Engineer who is passionate about solving technical problems and who thrives in a fast-paced environment driven by innovation. This role 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.

The candidate must be comfortable working across multiple teams to resolve customer-impacting issues and possess the ability to facilitate discussions to troubleshoot issues, remove barriers, drive root cause resolution and follow all possible avenues to get customer issues resolved. They will work closely with engineering teams to not only address customer issues, but will drive solutions to create automation tools to accelerate troubleshooting and improve overall efficiency.

Key job responsibilities

This position requires a combination of strong troubleshooting, technical, communication and leadership skills including the ability to:

- Evaluate, diagnose, troubleshoot and drive resolution of all systemic customer impacting advertising Demand Side Platform issues in production
- Provide visibility into problem themes, and drive accountability and action for constant improvement of the customer experience
- Interface with operations and business partners to determine root cause
- Develop SOPs and automated tools (applications, improvements and scripts) to eliminate regressions and improve quality and efficiency
- Collaborate cross-functionally across other support and engineering teams to resolve issues and implement troubleshooting best-practices and tools
- Mentor and provide guidance to peer support engineers through knowledge shares and reinforcing best practices

A day in the life
You'll start your day reviewing your assigned support queue, analyzing and prioritizing new and ongoing issues, driving resolution on 3-5 technical issues daily.

You will work closely with engineering teams to diagnose, troubleshoot and drive tickets to resolution, as well as, understand the current status of fixes in order to provide timely and accurate updates to our customers.

Approximately 1-2 hours each day will be spent focusing on project work. This may include developing automation tools to accelerate troubleshooting and operational tasks, refining Standard Operating Procedures (SOPs), or collaborating with partner teams to enhance the overall support workflow.

By the end of the day, you’ve not only resolved a few customer issues, but also helped enhance the team's effectiveness by improving our tools and overall efficiency.

About the team
The Amazon DSP Support Engineering team supports our enterprise advertising clients (both agencies and direct advertisers) by working across teams to solve complex technical problems.

The DSP SE team owns technical troubleshooting and resolution of all customer related issues related to the Demand Side Platform (DSP), including UI, reporting, targeting and delivery issues. They are responsible for coordinating response, diagnostics, forensics, ownership determination, and mitigation validation. Technical acumen and the ability to learn new systems will be critical.