Support Engineer III, BXT

Benefits Experience and Technology (BXT) builds a workplace for Amazonians to invent and deliver on behalf of customers by supporting employees’ financial, education, health, and wellness needs with benefits that optimize value and are easy to discover, enroll, and access.

As a member of the BXT Support Tools and Automation (STA) team, you will work to build tools to help improve our benefits administration process that will look to make the benefits experience more seamless for Amazonians.

The ideal candidate thrives in a fast-paced environment, relishes working with big data technologies, and enjoys the challenge of complex business contexts that are typically being defined in real-time.

The ideal candidate will be motivated, have strong attention to detail, and will model Amazon Leadership Principles. A familiarity with AWS technologies including S3, Glue, LakeFormation, Redshift as well as other no-SQL solutions which form the foundation of these systems is an asset.

Support Engineer 3 in the BXT STA team will contribute as the first line of engineering support team working in close collaboration with product support and software engineering teams owning business critical services. You will own issues to resolution on behalf of the Amazonians, including coordination, customer communication, and tracking tasks to complete resolution. Support Engineer 3 will contribute to development of processes and mechanisms in support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services driving employee benefits experience. A successful Support Engineer 3 will have broad array of technical and functional skills, take initiative to identify areas of improvement, implement best practices in providing technical support, and think big to proactively mitigate issues using innovative solutions. As a Support Engineer 3 you will have opportunity to work with senior engineers in a multi functional team and advance your career to next level and ownership of critical software systems. The ideal candidate thrives in a fast-paced environment, relishes working with big data technologies, and enjoys the challenge of complex business contexts that are typically being defined in real-time.

The ideal candidate will be motivated, have strong attention to detail, and will model Amazon Leadership Principles. A familiarity with AWS technologies including S3, Glue, LakeFormation, Redshift as well as other no-SQL solutions which form the foundation of these systems is an asset.

Key job responsibilities

• Work closely with multiple data platform teams focused on data engineering, analytics, orchestration and ETL tools, to build highly scalable systems and manage operations.
• Interface with globally dispersed data consumers to maintain overall health and stability of systems.
• Work closely with multiple engineering teams and product teams to implement automated solutions across a variety of applications and systems.
• Possess good technical knowledge in Infrastructure, Operational Excellence, System Tuning, and Monitoring.
• Participate in design reviews for complex systems.
• Perform root cause analysis and drive process and service improvements as a result.
• Document frequently occurring issues and report them to SMEs.
• Resolve customer tickets related to access provisioning, account vending and data onboarding.

Basic qualifications

Experience troubleshooting and debugging technical systems

Bachelor's degree or foreign equivalent in computer science, engineering, mathematics or equivalent

2+ years of progressive experience in support engineering or software development or a related field

2+ year of experience with at least one scripting language such as JavaScript, Python, Ruby or similar

2+ year of experience writing SQL queries including but not limited to using joins, aggregate functions and window functions

A day in the life

You start your day reviewing incoming cases and prioritizing based on urgency and complexity. You might spend the morning deep-diving into a multi-system issue, using scripting and diagnostic tools to isolate the root cause. After resolving the case, you document your findings so the broader team can learn from them. In the afternoon, you join a project meeting focused on automating a repetitive operational task, then spend time mentoring a newer team member through a tricky troubleshooting scenario. Your day balances hands-on technical work with collaboration and knowledge sharing.

About the team

Our team is dedicated to delivering reliable, high-quality support that keeps Amazon's systems performing at their best. We work closely with engineering teams to resolve complex issues and continuously improve the tools and processes that power our operations. We value collaboration, curiosity, and a commitment to learning. As we continue to grow, you will have the opportunity to deepen your technical expertise, take on leadership responsibilities, and help shape how we operate. If you are excited about solving meaningful problems in an inclusive, team-oriented environment, we would love to hear from you. Basic qualifications

• 2+ years of software development, or 2+ years of technical support experience
• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems

Preferred qualifications

• Knowledge of web services, distributed systems, and web application development
• Experience troubleshooting & maintaining hardware & software RAID
• Experience with REST web services, XML, JSON

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.