Manager, Support Engineering, Amazon Payment Products

The Amazon Consumer Payments supports multiple Payment Products and processes millions of transactions every day across numerous countries and payment methods. Over 100 million customers and merchants send tens of billions of dollars moving at light-speed through our systems annually, and use our products on and off Amazon.
We build systems that provide various payments features and process payments at an unprecedented scale, with accuracy, speed, and mission-critical availability. We innovate to improve customer experience across the globe, with support for currency choice, pay using installments, pay with reward points, in-store payments, pay on delivery, credit and debit payments, seller disbursements, gift cards, and many new exciting and challenging ideas are in the works.
If you are excited about the opportunity to learn and work on large scale distributed systems, enjoy trouble shooting and solving complex problems, consider the opportunities at the Bangalore center. Come challenge yourself in our team-oriented atmosphere, and watch yourself grow with one of the fastest growing areas of the Amazon e-commerce product and services platform.
About the hiring group
The Amazon Consumer Payments supports multiple Payment Products and processes millions of transactions every day across numerous countries and payment methods. Over 100 million customers and merchants send tens of billions of dollars moving at light-speed through our systems annually.
We build systems that process payments at an unprecedented scale, with accuracy, speed, and mission-critical availability. We innovate to improve customer experience across the globe, with support for currency choice, in-store payments, pay on delivery, credit and debit payments, seller disbursements, gift cards, and many new exciting and challenging ideas are in the works.
If you are excited about the opportunity to learn and work on large scale distributed systems, enjoy trouble shooting and solving complex problems, consider the opportunities at the Bangalore center. Come challenge yourself in our team-oriented atmosphere, and watch yourself grow with one of the fastest growing areas of the Amazon e-commerce product and services platform.
Key job responsibilities
Job responsibilities
Lead a team in supporting our business teams worldwide by providing critical product support
· Technically lead your team and act as a subject matter expert for one or more services
· Lead large multi-team projects and resolve the most complex support issues
. Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilising continuous improvement methodologies
· Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
. Complete analysis and present periodic reviews of operational performance and KPIs
· Think proactively and work to prevent support issues before they are realised
· Regularly work with management to assign tasks and small projects to other Support Engineers
· Take a role in the strategic direction of the team
· Play a significant role in hiring, mentoring, and training employees
· Demonstrate excellent judgment when making decisions
A day in the life
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Note for Internal Job Candidates
* Opportunity to work on new technologies and scope for developing innovative tools
* 12 hours on call support - follow the sun model
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We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND
. Bachelor's degree in Computer Science, Engineering or related technical field
· 8-10 years’ experience in software development, testing or Support Engineering
· 5+ years of technical lead experience
· 5+ years of experience in hiring, developing and evaluating performance of engineers
· Hands on experience in Perl/Shell scripting, C/C++/Java, SQL queries and Linux commands
. You can solve problems at their root, stepping back to understand the broader context
· You have experience in influencing other teams internally and externally to deliver the right solutions for the end customers
· You have experience in defining metrics for larger, more complex projects and productivity
· You have experience in understanding the needs of both business and end customers and translating them into right solutions
· You have the art of making your team a great place to work and grow
· You display energy and initiative in solving problems
· You demonstrate appropriate quality and thoroughness
· You act with personal integrity at all times
· You have experience in end to end tools development
· You have demonstrated skill and passion for problem solving and operational excellence
· You possess the ability to understand, troubleshoot and describe complex technical processes and issues
· You have clear and effective communication & documentation skills
· Technical support experience is a definite plus