Manager,SupportEngineering,RBS

Lead a technical support team that directly impacts Amazon's retail operations at global scale, helping Program and Operations managers deploy and optimize their use cases on our platforms. You'll drive customer success by resolving complex issues quickly, building automation and self-service solutions, and partnering with development teams to continuously improve the experience for those who depend on our systems. Key job responsibilities - Lead, mentor, and develop a technical support team, fostering an environment of continuous learning and accountability - Partner with Program and Operations managers to understand their needs, resolve technical issues efficiently, and ensure their success on our platforms - Identify patterns in customer issues and collaborate with development teams to implement improvements that reduce future problems - Design and implement automation and self-service tools that enable your team to scale their impact and reduce manual work - Establish metrics and processes that track team performance, customer satisfaction, and opportunities for operational improvement A day in the life As a Manager in Support Engineering, you'll spend your time leading and developing a team that provides technical assistance to Program and Operations managers building solutions on our platforms. You'll work closely with your team to troubleshoot complex issues, mentor engineers through challenging problems, and identify opportunities to automate repetitive tasks. You'll also collaborate with our development teams to understand customer pain points and advocate for improvements that make our platforms easier to use. Some days you'll be deep in technical discussions about system architecture; other days you'll be coaching team members through their career growth or presenting solutions to stakeholders. About the team We are a team dedicated to supporting Amazon's Retail business growth worldwide. Our focus spans three core areas: sourcing and enriching product in