Support Engineer, Quality Mechanisms

DESCRIPTION

The role of a Support Engineer in Quality Mechanisms (QM) Support Team, involves maintenance of the systems owned by QM Team and building tools and components for improving efficacy of the Operations team. QM Team owns the Quality Framework for detecting and surfacing quality issues to publishers for ensuring quality of the Kindle books.
Quality Mechanisms Support Team develop value added features to automate repetitive manual process and deliver tools to increase productivity of Operations Team.
We develop scripts to take care of scheduled activities and constantly update our automation framework to handle new use cases. Once we identify a pattern, we invest in automation to reduce the 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 these...
Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services

Work on operations and maintenance driven coding projects, primarily Java based projects
Functionally decomposing complex problems into simple, straight-forward solutions.
Expert knowledge in performance, scalability, enterprise system architecture, and engineering best practices.
Ensure quality of architecture, design & implementation of your systems. You deliver designs that are robust and stable
Ownership of one or more Digital products or components

BASIC QUALIFICATIONS

- 2+ years of software development, or 2+ years of technical support experience
- Experience troubleshooting and debugging technical systems

- Experience in Unix
- Experience scripting in modern program languages