Support Engineer IV, Amazon Payment Products

As a Support Engineer IV, you will be responsible for providing technical leadership within your team, setting the standard for operational excellence and driving the resolution of complex support challenges. You will work autonomously, identifying opportunities to improve team operations and deconstructing difficult problems into straightforward, actionable solutions. You will consider the long-term implications of support mechanisms, processes, and tools you develop, ensuring they are scalable and drive team efficiency. You will be a trusted technical point of contact for engineers within your team as well as stakeholders in partner groups, participating in the strategic direction of the team and influencing growth through mentoring, onboarding, and hiring.

Key job responsibilities

• Lead and execute operational best practices and provide technical direction to others
• Act as the technical point of contact within your area of expertise for team engineers and stakeholders in partner groups
• Use data to identify and drive development of new support mechanisms, processes, and tools
• Lead support retrospectives and contribute to COEs
• Partner across teams on tactical or strategic projects/programs, delegating tasks and sub-projects to other Support Engineers
• Detect ongoing trends or problems before they occur and define proactive mechanisms
• Author and serve as lead reviewer for content in your area of technical expertise
• Identify and execute on opportunities to improve the team's operations

A day in the life You will start your day reviewing operational metrics and identifying emerging trends before they become issues. You'll work on complex support cases that require deep technical expertise, while mentoring junior engineers on best practices. You'll collaborate with partner teams on cross-functional projects, lead retrospectives on recent incidents, and drive the creation of tools and processes that improve team efficiency. You'll deconstruct difficult problems into straightforward, actionable solutions and provide technical guidance to stakeholders across the organization.