RF Senior Software Support Engineer, Music Region Flex

RF Senior Software Support Engineer, Music Region Flex

Amazon Music

Imagine being a part of an agile team where your ideas have the potential to reach millions. Picture working on cutting-edge consumer-facing products, where every single team member is a critical voice in the decision-making process. Envision being able to leverage the resources of a Fortune-500 company within the atmosphere of a start-up. Welcome to Amazon Music, where ideas are born and come to life.

The Region Flexibility team is focused on transforming how Music serves customer traffic by enabling seamless expansion into new AWS regions. This initiative involves scaling beyond primary regions such as DUB, IAD, and PDX to accommodate growth, regulatory changes, and minimize risks from region-specific outages. The team will develop core components that simplify the process of migrating services into new regions, enabling the use of distant availability zones while balancing latency and cost. This includes experimenting with latency-sensitive and latency-insensitive workloads, finding optimal placements for business logic and data, and reducing the complexity of managing cross-region systems.

Additionally, the team supports the creation of multi-region marketplaces, allowing services to scale smoothly as demand grows in key markets like the US and when new localization laws are introduced in smaller markets. The focus will be on abstracting complex networking and infrastructure management tasks, improving telemetry and observability, and centralizing decisions around capacity placement and data migrations. Collaboration with various teams is essential to ensure that solutions align with existing architectural needs while driving towards a more flexible and resilient future for SDO services. Through these efforts, the team aims to maintain high performance and availability for customers globally while optimizing costs and enhancing the overall developer experience.

Come innovate with the Amazon Music team! This is a highly impactful and visible role where you will serve as a key contact for critical Music stakeholders involved in regional expansion efforts. Primary responsibilities include owning the deployment and migration processes for new AWS regions, developing monitoring solutions to ensure optimal service performance, onboarding new validations into the system, performing deep dives, automating manual tasks, and addressing unique technical challenges associated with cross-region operations.

Key job responsibilities

1. Diagnose and resolve complex technical issues in enterprise-level applications, performing deep-dive analysis on logs and metrics.
2. Maintain the health of systems, including Linux/UNIX servers and distributed applications, ensuring consistent uptime and availability.
3. Develop scripts and automation tools to streamline routine support tasks, improving efficiency and reducing manual intervention.
4. Participate in on-call rotations, responding to and resolving critical system issues to minimize downtime and impact on services.
5. Work closely with software developers to troubleshoot escalated issues, optimize code, and implement fixes that improve system stability.
6. Address customer support tickets promptly, providing clear communication and effective solutions to technical problems.
7. Identify areas for improvement, driving initiatives to enhance the reliability, scalability, and performance of systems and processes.
8. Set up and manage monitoring tools to proactively detect issues and ensure the system meets performance and availability targets.
9. Create and maintain documentation, including standard operating procedures, troubleshooting guides, and knowledge-sharing resources.
10. Provide guidance and mentorship to junior engineers, sharing best practices and helping to build a stronger support team.

BASIC QUALIFICATIONS

• 4+ years of software development, or 4+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in Unix
• Experience scripting in modern programming languages
• B.E. or B.S in Computer Science or a related field
• Proven ability to troubleshoot and identify root causes in complex enterprise-level applications
• Experience in agile/scrum or related collaborative workflows

PREFERRED QUALIFICATIONS

• Advanced knowledge of UNIX/Linux operating system and tools
• Experience analyzing and troubleshooting RESTful web API calls
• Strong knowledge of programming, operating systems, and data structures concepts
• Development experience in Java, with understanding of XML/SOAP, web services, and web application development
• Proven track record in working on large-scale, enterprise-level n-tier applications
• Demonstrated experience in Perl, Python, or shell scripts, and web technologies
• Ability to understand technical specifications, distributed systems architecture, and to deep dive into service/application logs
• Demonstrated skill and passion for problem-solving and operational excellence
• Knowledge of AWS products and technologies
• Comfortable communicating cross-functionally and across management levels in formal and informal settings
• Shows creativity and initiative to improve productivity and develop defect reduction strategies using automation or creative processes

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.