Experienced Support Engineer IV - Buy with Prime, E-commerce Technical Support and Customer Success Specialist

Introduction to Amazon and the Buy with Prime Team

Imagine being part of a team that is revolutionizing the way people shop, empowering entrepreneurs to reach customers worldwide through every imaginable channel. At Amazon, we have been dedicated to helping small and medium-sized businesses grow for over 20 years, and our Buy with Prime team is at the forefront of this mission. As a Support Engineer IV on our Buy with Prime team, you will play a critical role in ensuring the success of our merchants and the satisfaction of our customers.

Job Overview

We are seeking an experienced and highly skilled Support Engineer IV to join our Buy with Prime team. As a Support Engineer IV, you will be responsible for managing escalated merchant support tickets, assisting merchants in launching the Buy with Prime product on their e-commerce sites, and building strong relationships with our merchants and internal stakeholders. You will be the primary point of contact for our merchants, providing technical support, guidance, and solutions to ensure their success with Buy with Prime.

Key Responsibilities

• Provide consultative support to onboard e-commerce customers on Buy with Prime product, ensuring a seamless and successful launch experience
• Collaborate with cross-functional teams, including sales, product, and engineering, to resolve customer issues and improve the overall customer experience
• Utilize subject matter expertise to apply existing solutions to customers and invent new solutions to complex problems
• Provide feedback to internal teams, including customer support, onboarding, sales, and product, based on learnings from ticket resolution and customer interactions
• Develop and maintain strong relationships with merchants, understanding their needs and providing tailored support to ensure their success with Buy with Prime
• Stay up-to-date with product or service changes, ensuring a deep understanding of Buy with Prime features and functionality
• Document customer interactions, issues, and resolutions, using data to influence process improvements and inform stakeholder decisions

A Day in the Life of a Support Engineer IV

As a Support Engineer IV on our Buy with Prime team, your day will be dynamic and fast-paced, with a focus on delivering exceptional customer experiences. You will start your day by addressing incoming inquiries, troubleshooting technical problems, and providing solutions to customers. You will prioritize and manage your workload efficiently, balancing immediate concerns with more complex issues. Collaboration with internal teams, documentation of customer interactions, and continuous learning will be essential aspects of your daily routine.

Essential Qualifications

• Experience troubleshooting and debugging technical systems, with a strong understanding of e-commerce platforms and technologies
• Bachelor's degree in science, technology, engineering, math, business, or equivalent
• 2+ years of customer service or operations experience, with a focus on technical support and problem-solving
• 2+ years of work experience with JavaScript, HTML, and CSS, with familiarity with e-commerce developer languages (e.g., React, Java Script, Liquid Code)

Preferred Qualifications

• Strong verbal and written communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders
• Strong analytical and problem-solving abilities, with a focus on identifying and resolving technical issues efficiently
• Ability to influence others in a collaborative fashion, with a strong understanding of stakeholder management and relationship-building
• Strong decision-making skills, with the ability to prioritize in a complex, fast-paced environment
• Familiarity with relevant software, technical processes, and e-commerce platforms, including Order Management Systems (OMS), Ecommerce Enterprise Resource Planning (ERP) systems, and AWS services

Career Growth Opportunities and Learning Benefits

At Amazon, we are committed to the growth and development of our employees. As a Support Engineer IV on our Buy with Prime team, you will have access to a wide range of training and development opportunities, including technical skills training, leadership development programs, and mentorship opportunities. You will be part of a dynamic and innovative team, with a focus on continuous learning and improvement.

Work Environment and Company Culture

Our work environment is fast-paced and dynamic, with a focus on collaboration, innovation, and customer obsession. We are committed to diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued, respected, and empowered to contribute. As a Support Engineer IV on our Buy with Prime team, you will be part of a team that is passionate about delivering exceptional customer experiences and driving business growth.

Compensation, Perks, and Benefits

Our compensation package is competitive and reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. We also offer a range of benefits, including medical, financial, and other benefits, as well as opportunities for equity, sign-on payments, and other forms of compensation.

Conclusion

If you are a motivated and experienced technical support professional, with a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. As a Support Engineer IV on our Buy with Prime team, you will be part of a dynamic and innovative team, with a focus on continuous learning and improvement. Don't hesitate to apply – we can't wait to hear from you!