Support Engineer, PeopleInsight

Job description

DESCRIPTION

Amazon delights millions of customers around the world. Meet the behind the scenes team that enables our Human Resource and Operations Leaders to make informed decisions. The Amazon PeopleInsight team builds reporting and web based analytics tools for our teams that fulfill customer promise every day. Whether it is Fulfillment Center team that delivers your Prime order in two days, our Amazon Locker team that lets you pick up your package anytime that is convenient for you, our Prime Now team getting you lunch in under an hour, or one of many more, the PeopleInsight group is there providing analytical solutions for our global operations businesses.
We are dedicated to customer satisfaction and improving the quality and integration of our products and services. Our goal is to provide the
best technical support available anywhere. We are looking for highly analytical and articulate individuals to provide high quality technical
support for PeopleInsight products.

Roles and Responsibilities:
Provide technical assistance and support as part of a global support organization
Work closely with engineers and product managers to improve the product and make our customers successful
Change requests and incident ticket handling for the remaining Infrastructure Teams - Incident Management, Problem Management and
Change Management
Provide technical and developer support to customers
Follow notification and escalation procedures
Follow standards for communications with business involving operational issues
Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement
effective solutions
Work closely with internal support teams to improve support procedures and mechanism.
Identify opportunities to automate the support processes.

PREFERRED QUALIFICATIONS

Good understanding of database management systems, SQL and BI tools · Understanding of AWS cloud environment · Experience with ticketing systems, triaging incoming tickets and building operational reports. · Ability to communicate complex findings and ideas clearly to stakeholders. Strong analytical thinking with a problem solving aptitude.
Knowledge of Programming Languages like Python, Perl etc would be a plus.
Knowledge of Data Analysis

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age

Desired profile

BASIC QUALIFICATIONS

Bachelor's degree

2+ years of experience in a support role focused on providing tech support for database and BI products