Amazon
Support Engineer IV, Buy with Prime
Amazon, New York, New York, us, 10261
Description
The Buy with Prime (BwP) team is seeking a Support Engineer (SupEng). This role is a high impact, high visibility role managing escalated merchant support tickets and assisting merchants launching Buy with Prime product on e-commerce sites. The SupEng has a solution mindset and owns discovery and understanding of customer requirements and tickets reported to unblock merchants and help them grow their business with Buy with Prime. They are also expected to build the relationships by partnering across multiple teams such as sales, account management, product, engineering and solution architects to successfully resolve customer tickets and launch the customer on Buy with Prime product and features.
The successful candidate will have a track record of (1) experience in customer launch projects and/or solution management. (2) owning internal as well as customer facing operating procedures, with a continuous lens on process improvement and (3) demonstrating strong customer obsessions through driving process improvement and advocating for the customer as part of internal reviews.
Key job responsibilities
The SupEng is a proactive individual capable of effectively addressing customer issues at a high standard. They utilize their skills to investigate and resolve customer problems, collaborating with internal stakeholders to improve the overall customer experience. The work environment is dynamic, characterized by high levels of ambiguity and frequent changes in processes.
Provide a consultative approach to onboard e-commerce customers on Buy with Prime product to meet customers requirements.
Work cross-functionally to launch merchants on Buy with Prime product (e.g., Sales, Product, Tech).
Utilize subject matter expertise to apply existing solutions to customers, and inventing new solutions
Provide feedback to the customer support, onboarding, sales, and product team based on the learnings during ticket resolution.
A day in the life
A SupEng starts their day by addressing incoming inquiries, troubleshooting technical problems, and providing solutions to customers. This may involve guiding customers through step-by-step processes, explaining technical concepts, and offering assistance in a clear and friendly manner. They prioritize and manage their workload efficiently, maintaining a balance between responding to immediate concerns and addressing more complex issues. Collaboration with internal teams and documenting customer interactions are also crucial aspects of their daily routine. Adaptability is key, as they navigate a dynamic work environment, staying up-to-date with product or service changes and ensuring a positive customer experience across all communication channels. The SupEng will take the learnings, patterns, and themes and use data to influence other stakeholders to improve the customer experience.
About the team
Buy with Prime is helping people reimagine the way they shop….wherever they do! Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. Buy with Prime is a new way to extend Prime shopping benefits—including fast, free shipping, a seamless checkout experience, and free returns—to merchants’ own online stores, ultimately increasing selection for Prime members. For over 20 years, Amazon been empowering small and medium-sized businesses with opportunities to grow. Buy with Prime is an exciting next step in our mission to help merchants of all sizes grow their business—whether on Amazon or beyond
Internal job description
Basic Qualifications
Experience troubleshooting and debugging technical systems
Bachelor's degree in science, technology, engineering, math, business or equivalent.
2+ years of Customer Service or Operations experience (email, phone or chat support).
2+ Years of work experience with JavaScript, HTML, and CSS
Preferred Qualifications
Strong verbal and written communication skills.
Strong analytical and problem-solving abilities to identify and resolve technical issues efficiently.
Ability to influence others in a collaborative fashion.
Strong decision-making skills.
Ability to prioritize in a complex, fast-paced environment.
Ability to gather, interpret and apply a wide range of data
Strong organizational skills.
Familiarity with relevant software, and technical processes (e-commerce, Order Management Systems (OMS), Ecommerce Enterprise Resource Planning (ERP systems) HTM/JavaScript/SQL, AWS services, Microsoft Office).
Proficient in documenting customer interactions, issues, and resolutions for future reference and continuous improvement.
Familiarity with ecommerce developer languages (ex. React, Java Script, Liquid Code (Liquid is a template language created by Shopify).
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 $81,400/year in our lowest geographic market up to $182,000/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.
The Buy with Prime (BwP) team is seeking a Support Engineer (SupEng). This role is a high impact, high visibility role managing escalated merchant support tickets and assisting merchants launching Buy with Prime product on e-commerce sites. The SupEng has a solution mindset and owns discovery and understanding of customer requirements and tickets reported to unblock merchants and help them grow their business with Buy with Prime. They are also expected to build the relationships by partnering across multiple teams such as sales, account management, product, engineering and solution architects to successfully resolve customer tickets and launch the customer on Buy with Prime product and features.
The successful candidate will have a track record of (1) experience in customer launch projects and/or solution management. (2) owning internal as well as customer facing operating procedures, with a continuous lens on process improvement and (3) demonstrating strong customer obsessions through driving process improvement and advocating for the customer as part of internal reviews.
Key job responsibilities
The SupEng is a proactive individual capable of effectively addressing customer issues at a high standard. They utilize their skills to investigate and resolve customer problems, collaborating with internal stakeholders to improve the overall customer experience. The work environment is dynamic, characterized by high levels of ambiguity and frequent changes in processes.
Provide a consultative approach to onboard e-commerce customers on Buy with Prime product to meet customers requirements.
Work cross-functionally to launch merchants on Buy with Prime product (e.g., Sales, Product, Tech).
Utilize subject matter expertise to apply existing solutions to customers, and inventing new solutions
Provide feedback to the customer support, onboarding, sales, and product team based on the learnings during ticket resolution.
A day in the life
A SupEng starts their day by addressing incoming inquiries, troubleshooting technical problems, and providing solutions to customers. This may involve guiding customers through step-by-step processes, explaining technical concepts, and offering assistance in a clear and friendly manner. They prioritize and manage their workload efficiently, maintaining a balance between responding to immediate concerns and addressing more complex issues. Collaboration with internal teams and documenting customer interactions are also crucial aspects of their daily routine. Adaptability is key, as they navigate a dynamic work environment, staying up-to-date with product or service changes and ensuring a positive customer experience across all communication channels. The SupEng will take the learnings, patterns, and themes and use data to influence other stakeholders to improve the customer experience.
About the team
Buy with Prime is helping people reimagine the way they shop….wherever they do! Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. Buy with Prime is a new way to extend Prime shopping benefits—including fast, free shipping, a seamless checkout experience, and free returns—to merchants’ own online stores, ultimately increasing selection for Prime members. For over 20 years, Amazon been empowering small and medium-sized businesses with opportunities to grow. Buy with Prime is an exciting next step in our mission to help merchants of all sizes grow their business—whether on Amazon or beyond
Internal job description
Basic Qualifications
Experience troubleshooting and debugging technical systems
Bachelor's degree in science, technology, engineering, math, business or equivalent.
2+ years of Customer Service or Operations experience (email, phone or chat support).
2+ Years of work experience with JavaScript, HTML, and CSS
Preferred Qualifications
Strong verbal and written communication skills.
Strong analytical and problem-solving abilities to identify and resolve technical issues efficiently.
Ability to influence others in a collaborative fashion.
Strong decision-making skills.
Ability to prioritize in a complex, fast-paced environment.
Ability to gather, interpret and apply a wide range of data
Strong organizational skills.
Familiarity with relevant software, and technical processes (e-commerce, Order Management Systems (OMS), Ecommerce Enterprise Resource Planning (ERP systems) HTM/JavaScript/SQL, AWS services, Microsoft Office).
Proficient in documenting customer interactions, issues, and resolutions for future reference and continuous improvement.
Familiarity with ecommerce developer languages (ex. React, Java Script, Liquid Code (Liquid is a template language created by Shopify).
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 $81,400/year in our lowest geographic market up to $182,000/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.