Job Description Amazon has earned a reputation for excellence in the world by leading innovative technologies. The MADS (Measurements AdTech & Data Science) Billing Support team is seeking an experienced Support Engineering Manager to lead our mission-critical operations supporting global advertising billing applications at an unprecedented scale. As a Support Engineering Manager for MADS Billing Support, you will lead a team of talented Support Engineers responsible for ensuring seamless billing experiences for advertisers worldwide. Your team will work with cutting-edge distributed systems that process multi-million transactions worth billions in dollar value daily, supporting the MADS Billing platform that enables AdTech worldwide rapid growth. This role requires a leader who can balance operational excellence with innovation, driving both immediate incident resolution and long-term strategic improvements. You will manage systems that demand millisecond-level SLAs and guarantee high availability across billing, invoicing, accounting automation, budgets, promotions, and payments for advertisers globally. Key job responsibilities Key Job Responsibilities Team Leadership & Development: Lead, mentor, and develop a team of Support Engineers, fostering a culture of operational excellence and continuous improvement Hire, onboard, and retain top talent to build a world-class support engineering organization Conduct performance reviews, provide coaching, and create career development plans for team members Mentor engineers transitioning from IC roles to management positions, building future leaders Drive team engagement and maintain high morale while managing demanding on-call rotations Operational Excellence: Own the operational health of MADS Billing applications, ensuring high availability and performance of critical systems processing hundreds of millions of API requests daily Establish and maintain SLAs, operational metrics, and KPIs to measure team effectiveness and system reliability Lead incident management processes, ensuring rapid response, effective communication, and thorough post-incident reviews Drive operational reviews and Monthly Business Reviews (MBRs), Weekly Business Reviewed (WBRs) with senior leadership, presenting key metrics and improvement initiatives Implement proactive monitoring and alerting strategies to detect and prevent issues before customer impact Strategic Incident Prevention: Analyze incident patterns and trends to identify systemic issues requiring architectural or process improvements Lead comprehensive Root Cause Analysis (RCA) efforts for critical incidents, driving corrective and preventive actions Partner with development teams to prioritize and resolve recurring issues, improving overall system reliability Build mechanisms to track incident recurrence and measure effectiveness of preventive measures Establish feedback loops between support operations and product development to drive continuous improvement Innovation & Automation: Champion the adoption of Generative AI solutions and intelligent agents to transform incident handling and customer support Drive automation initiatives to reduce manual toil, optimize billing systems, and simplify operational processes Build self-healing mechanisms and automated remediation workflows to improve system resilience Leverage AI/ML technologies for predictive analytics to prevent potential issues before they impact customers Foster a culture of innovation where team members are empowered to experiment with new technologies and approaches Cross-Functional Collaboration: Partner closely with Software Development Managers (SDMs) leading billing development teams to align on priorities and improvements Collaborate with partner teams across MADS, including Measurements, AdTech, and Data Science organizations Work with Product Management to represent customer pain points and influence product roadmap decisions Coordinate with global teams across multiple regions (US, EU, JP, MX, AU) to ensure consistent support coverage Build strong relationships with stakeholders at all levels, including SVP-level visibility on key initiatives Technical Leadership: Maintain deep technical expertise in distributed systems, billing platforms, and AWS cloud technologies Guide architectural decisions for support tools, automation frameworks, and operational systems Review and approve technical designs for complex automation and tooling projects Stay current with emerging technologies and evaluate their applicability to support operations Lead technical deep dives and serve as an escalation point for the most complex technical issues Process & Quality Management: Establish and continuously improve support processes, runbooks, and operational documentation Implement quality assurance mechanisms to ensure consistent and high-quality customer interactions Drive adoption of best practices across the support organization Measure and improve key customer success KPIs including resolution time, customer satisfaction, and first-contact resolution Build scalable processes that can support 10X growth in transaction volume Basic Qualifications 5+ years of engineering experience with at least 2+ years in a technical leadership or management role Experience managing teams of engineers in a support, operations, or development capacity Strong technical background in software development, distributed systems, or technical support Experience with incident management, on-call operations, and maintaining high-availability systems Proven track record of driving operational excellence and process improvements Preferred Qualifications 8+ years of experience in software engineering, technical support, or site reliability engineering Experience managing support operations for large-scale distributed systems or SaaS platforms Deep knowledge of AWS services and cloud-based architectures Experience with billing, payments, or financial systems Track record of implementing automation and AI/ML solutions in operational contexts Experience working with global teams across multiple time zones and regions Strong data-driven decision-making skills with experience presenting to senior leadership Bachelor's or master's degree in computer science, Engineering, or related technical field Experience with Agile methodologies and DevOps practices Proven ability to hire, develop, and retain high-performing technical teams ### Basic qualifications - 3+ years of data analysis work and leveraging analytics to make decisions experience - 3+ years of managing IT environments on behalf of customers experience - 5+ years of technical support work, engineering or operations environment experience - Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field - Knowledge of operating systems, hardware, storage, network, security, database administration and cloud infrastructure - Experience in data analysis and leveraging analytics to make decisions - Experience in technical support work, engineering, or an operations environment - Experience in management: developing engineers into managers and building teams ### Preferred qualifications - 3+ years of engineering experience - Knowledge of AWS and Computing concepts (AWS Elastic Beanstalk, AWS CloudFormation or AWS OpsWorks) - Experience in direct customer support - Experience in engineering Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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