The role of a Support Engineer in the Quality Mechanisms (QM) Support Team involves maintenance of the systems owned by the QM Team and building tools and components for improving the efficacy of the Operations team. The QM Team owns the Quality Framework for detecting and surfacing quality issues to publishers to ensure the quality of Kindle books.
The Quality Mechanisms Support Team develops value-added features to automate repetitive manual processes and deliver tools to increase the productivity of the Operations Team. We develop scripts to manage scheduled activities and constantly update our automation framework to handle new use cases. Once we identify a pattern, we invest in automation to reduce manual work.
This job requires you to lead large multi-team projects and resolve the most complex support issues. You understand the business impact of support decisions. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.
Key Job Functions Include:
1. Provide support for incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features, and services.
2. Work on operations and maintenance-driven coding projects, primarily Java-based projects.
3. Functionally decompose complex problems into simple, straightforward solutions.
4. Possess expert knowledge in performance, scalability, enterprise system architecture, and engineering best practices.
5. Ensure quality of architecture, design, and implementation of your systems. Deliver designs that are robust and stable.
6. Ownership of one or more Digital products or components.
BASIC QUALIFICATIONS
- 2+ years of software development or technical support experience.
- Experience troubleshooting and debugging technical systems.
- Experience in Unix.
- Experience scripting in modern programming languages.
PREFERRED QUALIFICATIONS
- Knowledge of web services, distributed systems, and web application development.
- Experience troubleshooting and maintaining hardware and software RAID.
- Experience with REST web services, XML, JSON.
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