Amazon Stores FinTech Team is seeking a Support Engineer to support Financial Planning & Analytics suite of products and play a key role in planning and month end processes by working closely with the customers, engineers and finance teams. We are the tech team that builds and supports Worldwide Amazon Stores – one of the fastest growing, largest and most complex Supply Chains in the world. This position requires a high level of IBM Cognos TM1/Planning Analytics technical expertise.
Key job responsibilities
* Serve as a subject matter and technology expert, providing advanced support and troubleshooting for the organization's most complex and critical customer issues.
* Analyze and diagnose complex problems, identify root causes, and recommend appropriate solutions.
* Work with development teams to establish and improve service support, build new tools and dashboards to reduce the operation effort.
* Lead the escalation and collaboration process with cross-functional teams (e.g., engineering, development) to ensure timely and effective resolution of complex problems.
* Work backward from customer experience and handle complex issues which may require multi-team engagement to get issue fixed.
* Deconstruct complex problems into simple, straight-forward, and actionable solutions.
* Create tutorials, how-to videos, and other technical articles for the AWS customer community.
* Troubleshoot and resolve complex technical problems by harmonizing discordant views and leading the resolution of contentious issues.
* Work on critical, highly complex customer incidents that span across multiple AWS services.
* Define the metrics to monitor system CPU/Memory/IO, customer adoption of product tools and feature usage.
* Develop and refine operational policies and procedures used by team and internal customers.
* Mentor and train junior support engineers, sharing best practices, technical expertise, and problem-solving strategies.
* Represent the support engineering function in strategic discussions, providing technical guidance and recommendations to leadership.
* Influence organization’s technical and business strategy by making insightful contributions and driving technical priorities.
* Partner with leaders to help them make data-driven decisions which result in measurable outcomes for the team or organization.
* Lead support retrospectives, drive resulting process or system improvements, and may contribute to or write Correction of Errors (COE) or Root Casue Analysis (RCAs) to ensure long term resolution.
* Communicate ideas effectively to all leaders to achieve the right outcome for the team or organization. You seek diverse perspectives, listen to feedback, and are willing to change direction if it creates a better outcome.
* Work efficiently and routinely delivers valuable customer outcomes.
* Proactively identify opportunities to improve Operational Excellence (OE) in the organization by identifying patterns and collaborating with other teams.* 5+ year of technical support experience
* 5+ year of experience working in TM1/Planning Analytics Technology [Both TM1 Rules, and Turbo-Integragtor process]
* 3+ year of experience working with SQL
* Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
* Experience troubleshooting and debugging technical systems
* Experience troubleshooting and documenting findings* Experience with data infrastructures: relational analytic DBMS, Elastic-Search, and Big Data EMR/EC2/Glue/Lambda
* Working knowledge of and Python, especially TM1Py
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,300/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
