Application Engineer, RBS

Retail Business Services (RBS) supports Amazon’s Retail business growth WW through three core tasks. These are (a) Selection, where RBS sources, creates and enrich ASINs to drive GMS growth; (b) Defect Elimination: where RBS resolves inbound supply chain defects and develops root cause fixes to improve free cash flow and (c) supports operational process for WW Retail teams where there is an air gap in the tech stack. The tech team in RBS develops automation that leverages Machine/Deep Learning to scale execution of these high complex tasks that currently require human cognitive skills. Our solutions ensure that information in Amazon's catalog is complete, correct and, comprehensive enough to give Amazon customers a great shopping experience every time. That's where you can help.

We believe in “Work Hard. Have Fun. Make History” value by having a strong focus on sharing learning experiences from the front line with the development teams. So, the options for people in the team are vast. If you like mastering a domain and going deep, we need you. If you can juggle three tasks and coordinate with multiple people in the heat of an incident, we need you. If you love the benefits of process and methodical improvement, you will love it here. If you want to keep your head down, headphones on, and bash out code to support the team, we have a spot for you too.

We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues.

We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution.

Work/Life Balance

RBS Tech team puts a high value on work-life harmony. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and we encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. Our senior members enjoy one-on-one mentoring, detailed and constructive code reviews. We have casual coffee chats with Principal & Senior Engineers from RBS tech where you could have technical conversations around your work, technical challenges, suggestions, ideas and proposals and also seek advice and discuss about things outside work, like, life in general, your family, hobbies etc. We provide trainings to the employees through online learning platforms such as O'reilly and also encourage them to take up AWS/ML certifications.

Key job responsibilities

We are looking for a sharp, experienced Application Engineer (AE) with a diverse skillset and background. As an AE, we are looking for a technical lead acting as a subject matter expert for one or more services. You are viewed as a support leader throughout the larger organization and are regularly engaged to work on cross-team planning. You are expected to lead large multi-team projects and resolve the most complex support issues. You understand the business impact of support decisions and drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation. You regularly work with management to assign tasks and small projects to other Support Engineers. You design and develop complex high performing scripts and applications. You work with other Amazon leaders to share ideas and improve support across the company. You play a significant role in hiring, mentoring, and training employees. You demonstrate excellent judgment when making decisions. You play a significant role in actively mentoring individuals and the community on advanced technical issues and helping managers guide the career growth of their team members. On-call support is a critical responsibility where you will work on issues related to alarm monitoring, application infrastructure and bug fixes. On-boarding clients onto the platform and familiarizing them with platform features and capabilities.

BASIC QUALIFICATIONS

1. 5+ years of software development or technical support experience
2. Own support activities for services and regularly work with development teams to establish and improve service support
3. Should have in-depth understanding of software development principles, design patterns and best practices
4. Understand/debug existing code and should be able to write clean and efficient code
5. Good understanding of relational database management systems like MySQL, PostgreSQL using SQL is essential
6. Familiarity with software testing principles and experience in testing is valuable
7. Provide technical guidance and mentor junior engineers
8. Should be able to analyze complex technical solutions, propose innovative solutions and guide resolution process
9. Should be able to effectively communicate with cross-functional teams, stakeholders and clients
10. Able to handle high impact incidents, perform pattern, root cause analysis and drive to logical closure
11. Excellent communication skills, possessing the ability to support customers over email, phone or screen-shares
12. Exhibit strong team-oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior leaders

PREFERRED QUALIFICATIONS

1. Strong understanding of support processes SLA, handling tickets, monitoring, processes and metrics.
2. Hands-on experience in Cloud technology is a plus.
3. Hands-on experience distributed applications/enterprise applications is a plus.
4. Experience in developing automated solutions

About the team

Retail Business Services (RBS) supports Amazon’s Retail business growth WW through three core tasks. These are (a) Selection, where RBS sources, creates and enrich ASINs to drive GMS growth; (b) Defect Elimination: where RBS resolves inbound supply chain defects and develops root cause fixes to improve free cash flow and (c) supports operational process for WW Retail teams where there is an air gap in the tech stack. The tech team in RBS develops automation that leverages Machine/Deep Learning to scale execution of these high complex tasks that currently require human cognitive skills.