1 day ago
San José, Costa RicaMid Level / Senior
Responsibilities
- Resolve product- and API-related technical questions and serve as an escalation point for complex partner issues.
- Troubleshoot, debug, evaluate, and resolve alerts and recurring system issues.
- Design and build support tooling, automation, scripts, and code to reduce operational workload.
- Identify architecture components and develop solutions that unblock partner integrations.
- Write code samples, tutorials, and technical articles for the developer community.
- Audit partner behavior for compliance with program policies and identify API misuse patterns.
- Lead root-cause analyses and provide architectural recommendations to engineering teams.
- Own support workflow design from identification through implementation and measurement.
- Analyze support trends and provide data-driven feedback that influences the product and engineering roadmap.
- Collaborate with customers and internal stakeholders to improve onboarding and communicate during critical events.
- Author post-incident reviews, present findings to leadership, mentor Support Engineers, and lead knowledge-sharing initiatives.
- Drive projects that improve support processes and the developer support experience.
Requirements
- 3–6 years of experience in technical support or software development.
- Experience troubleshooting and debugging technical systems.
- Experience working with REST API-based services and SQL.
- Experience designing or building support tooling and automation frameworks.
- Preferred: knowledge of web services, distributed systems, web application development, REST web services, XML, and JSON.
- Preferred: proficiency in at least one programming or scripting language such as Java, C++, or Python.
- Preferred: Linux/UNIX operating system knowledge and AWS or other cloud technology experience.
- Preferred: understanding of ticketing, monitoring, metrics, and support processes.
- Preferred: data analysis experience and a track record of influencing product or engineering decisions through support insights.
- Excellent written and verbal communication skills in English; resume should be submitted in English.
About Amazon
Amazon builds and operates a global e-commerce marketplace, logistics network, and consumer devices, and provides cloud computing via AWS for businesses and developers. The company earns revenue from online retail, third‑party seller services, subscriptions like Prime, advertising, and AWS usage. Founded in 1994 and headquartered in Seattle, it is publicly traded on NASDAQ (AMZN) and serves customers in dozens of countries.