Support Engineer II

Amazon is investing heavily in building a world-class advertising business, delivering a collection of self-service products that drive discovery and sales, and we are responsible for ensuring that Advertisers and Partners can easily navigate our products and services. The Partner Tech organization builds innovative software solutions and owns the customer experience for Advertisers and Partners integrating with our API and MCP. Our products are strategically important to Amazon's Retail and Marketplace businesses, driving long-term growth. We deliver billions of ad impressions and millions of clicks daily and are breaking fresh ground to create world-class products. We are a highly motivated, collaborative organization with an entrepreneurial spirit and bias for action. With a broad mandate to experiment and innovate, we are growing at an unprecedented scale with a seemingly endless range of new opportunities.

Are you passionate about driving customer success and learning new technologies? Do you thrive in a dynamic, fast-paced environment? Amazon Advertising is seeking Support Engineers to help external customers build business-critical applications on our Advertising API. You will represent Amazon as you investigate technical issues, work with API developers to ensure compliance with our program policies and identify gaps in our technical solutions as well as patterns of API misuse. You will own development of processes and prevention strategies to improve the developer experience. Working directly with Advertising API engineers and the onboarding team, you will ensure customer issues are resolved quickly and effectively.

Key job responsibilities

Support Engineers troubleshoot, debug, evaluate, and resolve system-generated alerts, make feature enhancements and bug fixes, manage systems and hosts, perform software deployments and migrations, and automate routine operational tasks. The position requires strong troubleshooting, technical, and communication skills, and includes a mix of on-call responsibilities, operational tasks, and software development work. You will develop tools and automation to drive toward human-free operations.

This role is ideal if you are passionate about creating, integrating, and leveraging tools to minimize operational overhead - without compromising best-in-class customer service. We want our services to be as autonomous as possible, and that requires engineers who think big, simplify complex problems, and relentlessly pursue the best customer experience. Our environment is built for engineers who flourish in building automation to reduce operational workload rather than simply performing operational tasks.

Successful candidates will join an elite Advertising API support team, provide troubleshooting and operations support, and innovate to replace manual tasks with scripts and code.

- Provide solutions to product and API-related questions raised through partner engagements, serving as an escalation point for complex technical issues

- Identify key product architecture components, and propose and build solutions that unblock partner integrations

- Write code samples, tutorials, and technical articles for the developer community

- Audit partner behavior to ensure compliance with program policies

- Lead root-cause analysis on systemic and recurring issues, and drive architectural recommendations to engineering teams

- Mentor Support Engineers and lead knowledge-sharing initiatives across the team

- Own end-to-end process design for support workflows, from identification through implementation and measurement

- Analyze support trends at scale to provide data-driven product feedback and influence the engineering roadmap

- Work with customers to understand how they use our services, and provide feedback to development teams to improve the onboarding experience

- Collaborate with internal stakeholders to drive timely customer communication during critical events; author post-incident reviews and present findings to leadership

- Drive projects that improve support-related processes and the overall developer support experience

Basic qualifications

- - 3-6 years of experience in technical support or software development

- - Experience troubleshooting and debugging technical systems

- - Experience working with REST API-based services

- - Experience working with SQL

- - Experience designing or building support tooling and automation frameworks

Preferred qualifications

- Knowledge of web services, distributed systems, and web application development

- Experience with REST web services, XML, and JSON

- Proficiency in at least one programming or scripting language (e.g., Java, C++, Python)

- Linux/UNIX operating system knowledge

- Knowledge of AWS or other cloud technologies

- Excellent written and verbal communication skills in English

- Understanding of support processes - ticketing, monitoring, and metrics

- Experience with data analysis to identify trends and drive operational improvements

- Track record of influencing product or engineering decisions through support insights

- Please apply with resume in English

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.