Technical Support Engineer II, Amazon Shipping

About the role

Amazon Shipping delivers packages for businesses across the United States and Europe, and most of our parcels arrive through API integrations with shippers and shipping software partners. The quality of our integration support directly shapes whether those customers grow with us. The External System Integrations team owns that experience, from a developer's first API call to the live operation of high-volume integrations.

Do you want to build a support function, not just work inside one? Have you used support data to change what a product team builds? Amazon Shipping is seeking a seasoned Support Engineer to lead the API integration support across the United States and Europe. You will take on the most ambiguous and critical issues, where no runbook exists and root causes span several services.

You will also design how support works, including the SLAs, quality metrics, escalation paths, automation and tooling that let a growing team keep pace with a growing customer base, and you will push for the product fixes that remove whole categories of tickets.

Key job responsibilities

• Own the API integration support experience end to end across the United States and Europe, ensuring consistent quality across regions, channels and customer segments
• Define and execute support operations for the team, including intake and triage, severity and SLA definitions, escalation paths, and quality measures such as customer satisfaction and time to resolution
• Lead resolution of critical and ambiguous issues where established patterns do not exist, breaking large problems into parts that several engineers can work in parallel
• Establish and report support metrics, and use them to identify the top drivers of customer contacts and failed API calls
• Turn those drivers into product and engineering requirements, and influence API roadmaps to remove recurring issues at the source
• Set the direction for self-service, automation and tooling so support capacity scales with customer growth
• Lead post-incident reviews for customer-impacting events and ensure corrective actions are owned and closed
• Partner with Solutions Architects, Product, Engineering, Commercial and Partnerships leaders on escalations, launches and strategic accounts
• Represent support in planning and leadership reviews with clear, data-backed written narratives
• Mentor Support Engineers, review their work and contribute to hiring and promotion assessments
• Set the standard for runbooks, knowledge base content and public developer troubleshooting guidance
• Act as the senior escalation point in the on-call rotation for critical issues

A day in the life

You start with the weekly review of top contact drivers and see that one error code accounts for a fifth of new cases, almost all from first-time integrators. You draft a one-page proposal to change the error message and the matching documentation, with the ticket volume and customer impact attached, and take it to the API product team. Mid-morning a high-volume shipper reports failures during a launch.

You split the investigation between two engineers, run customer communication yourself, and lead the post-incident review the next day. In the afternoon you refine the severity definitions after a near miss, and coach a Support Engineer I on turning an RCA into a roadmap ask.

Basic Qualifications

• Bachelor's degree in computer science or equivalent
• 3+ years of continuous integration and continuous delivery (CI/CD) experience
• 5+ years of technical support experience
• Experience leading engineering teams as a mentor or tech lead
• Experience defining or improving support or operational processes, including SLAs, escalation procedures or quality metrics
• Experience using SQL, scripting or analytics tools to identify trends and drive decisions
• Experience leading incident response and on-call support for production or mission critical systems

Preferred Qualifications

• 8+ years of experience, including leading support for an API, developer platform or B2B integration product
• Experience designing self-service support, automation or AI-assisted troubleshooting at scale
• Experience running post-incident review programs
• Experience influencing product or engineering priorities through written proposals and data
• Experience supporting customers or partners across multiple countries or regions

Additional information

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.