Manager Support Engineer, Amazon Music Mexico

DESCRIPTION

Imagine being a part of an agile team where your ideas have the potential to reach millions. Picture working on cutting-edge consumer-facing products, where every single team member is a critical voice in the decision-making process. Envision being able to leverage the resources of a Fortune-500 company within the atmosphere of a start-up. Welcome to Amazon Music, where ideas are born and come to life.

The Region Flexibility team is focused on transforming how Music serves customer traffic by enabling seamless expansion into new AWS regions. This initiative involves scaling beyond primary regions such as DUB, IAD, and PDX to accommodate growth, regulatory changes, and minimize risks from region-specific outages. The team will develop core components that simplify the process of migrating services into new regions, enabling the use of distant availability zones while balancing latency and cost. This includes experimenting with latency-sensitive and latency-insensitive workloads, finding optimal placements for business logic and data, and reducing the complexity of managing cross-region systems.

Additionally, the team supports the creation of multi-region marketplaces, allowing services to scale smoothly as demand grows in key markets like the US and when new localization laws are introduced in smaller markets. The focus will be on abstracting complex networking and infrastructure management tasks, improving telemetry and observability, and centralizing decisions around capacity placement and data migrations. Collaboration with various teams is essential to ensure that solutions align with existing architectural needs while driving towards a more flexible and resilient future for SDO services. Through these efforts, the team aims to maintain high performance and availability for customers globally while optimizing costs and enhancing the overall developer experience.

Come innovate with the Amazon Music team!
As a Support Engineering Manager for the Amazon Music team, you would be managing a talented team of support engineers resolving technical problems. You identify customer problems, demonstrate excellent judgment skills in decision-making, mentoring, and growing talent. You inspire people, motivate the team, drive the culture of innovation, implement support engineering best practices, and have the commitment and grit to deliver results. You improve the customer experience with technical support, case escalations, and service quality. You are responsible for overall productivity, quality, and delivery of support engineering services. To ensure your team provides high-quality support, you facilitate their connection to subject matter experts and learning opportunities. You are responsible for team schedules and goals. You help scope technical efforts and identify risks. You stay connected and resolve blockers. You communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management. You manage escalations and make sure customer needs are met. You drive Operational Excellence that improves processes (e.g., automating ad-hoc or manual steps). You ensure team compliance with policies (e.g., information security, data handling, service level agreements). You hold postmortems and document lessons learned in COEs to ensure that problems don't repeat.

Key job responsibilities

1. Monitoring & Resolution of Trouble Tickets within defined SLA's. Drive escalations to the engineering team.
2. Drive Root Cause Analysis, Impact Analysis, and Production Deployment support.
3. Build automated frameworks, tools, solutions to enable stakeholders/business owners to monitor health/drive business outcomes (For example: Automated Business/Product Metrics).
4. Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code-level fixes.
5. Regular interactions with various internal business owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
6. Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
7. Resource planning to support various program asks.
8. Drive initiatives to maximize operational efficiency.
9. Defining measurable metrics to gauge progress against objective Support goals.
10. Build a best-of-class support engineering team.

About the team

The Region Flexibility team is at the forefront of Amazon's next phase of growth, building solutions that will define how Music operates in new regions for the next decade. Your work will have a direct impact on the scalability and resilience of Amazon's services, ensuring that we can continue to delight customers globally. If you're passionate about solving complex problems in distributed systems and want to be a part of a team shaping the future of cloud infrastructure, we'd love to hear from you.

BASIC QUALIFICATIONS

1. BS in Computer Science or equivalent combination of technical education and work experience.
2. Dedicated and committed.
3. External hires should have a minimum of 7 - 10 years of relevant experience.
4. Should have at least 2 years of experience in managing a team of 10-15 Engineers.
5. Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers.
6. Strong understanding of support processes - SLA, handling tickets, monitoring, processes, and metrics.
7. Very strong stakeholder management and communication management.
8. Good command over Windows and Excel.
9. Strong analytical skills and ability to work in an unstructured and evolving environment.
10. Good people manager who can manage and motivate direct reports and get the best out of them.
11. Fluency in English.

PREFERRED QUALIFICATIONS

1. BS in Computer Science or equivalent combination of technical education and work experience.
2. External hires should have a minimum of 7 - 10 years of relevant experience.
3. Should have at least 2 years of experience in managing a team of 10-15 Engineers.
4. Strong organizational skills, tracking multiple test executions simultaneously and ability to synthesize the results.
5. Experience working and coordinating with distributed worldwide teams preferred.
6. Shows creativity and initiative to improve productivity by innovative means like developing new tools.
7. Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
8. Demonstrated skill and passion for problem-solving and operational excellence.