ADCI
Technology
SupportEngineerManagerII,Measurements&DataScience
Neural analysis suggests this role is
optimal for Manager candidates.
“Support Engineer Manager II, Measurements & Data Science at ADCI. Skills: Billing Support, Data Science, AdTech, Distributed Systems. Lead team of Support Engineers. Ensure seamless billing experiences”
What You'll Achieve.
Ensure high availability; Ensure performance; Reduce manual toil; Improve system resilience; Improve system reliability; Improve resolution time; Improve customer satisfaction; Improve first-contact resolution; Support 10X growth
Industry & Context.
Incident resolution; Root Cause Analysis; Systemic issues; Troubleshooting; Data-driven decision making
On-call rotations
What They're Looking For.
Must Have
5+ years engineering experience, 2+ years technical leadership, Experience managing teams, Experience with incident management, Experience with on-call operations, Experience maintaining high-availability systems, Proven track record driving operational excellence, Proven track record driving process improvements, 3+ years data analysis work, 3+ years managing IT environments, 5+ years technical support work, Bachelor's degree in Computer Science, Knowledge of operating systems, Knowledge of hardware, Knowledge of storage, Knowledge of network, Knowledge of security, Knowledge of database administration, Knowledge of cloud infrastructure, Experience in data analysis, Experience in technical support work, Experience in management
Nice to Have
8+ years experience, Experience managing support operations, Deep knowledge of AWS services, Knowledge of cloud-based architectures, Experience with billing systems, Experience with payments systems, Experience with financial systems, Track record implementing automation, Track record implementing AI/ML solutions, Experience working with global teams, Data-driven decision-making skills, Experience presenting to senior leadership, Master's degree in Computer Science, Experience with Agile methodologies, Experience with DevOps practices, Knowledge of AWS Elastic Beanstalk, Knowledge of AWS CloudFormation, Knowledge of AWS OpsWorks, Experience in direct customer support, Experience in engineering
What You'll Do.
Lead team of Support Engineers
Ensure seamless billing experiences
Manage distributed systems
Support advertising billing applications
Foster operational excellence
Foster continuous improvement
Build support engineering organization
Conduct performance reviews
Create career development plans
Manage demanding on-call rotations
Own operational health
Ensure high availability
Ensure system performance
Establish operational metrics
Maintain operational metrics
Lead incident management processes
Ensure rapid response
Ensure effective communication
Conduct post-incident reviews
Drive operational reviews
Implement monitoring strategies
Implement alerting strategies
Analyze incident patterns
Analyze incident trends
Identify systemic issues
Drive corrective actions
Drive preventive actions
Partner with development teams
Prioritize recurring issues
Resolve recurring issues
Improve system reliability
Build mechanisms to track recurrence
Measure effectiveness of preventive measures
Establish feedback loops
Champion AI solutions
Champion intelligent agents
Transform incident handling
Transform customer support
Drive automation initiatives
Optimize billing systems
Simplify operational processes
Build self-healing mechanisms
Build automated remediation workflows
Improve system resilience
Leverage AI/ML technologies
Use predictive analytics
Prevent potential issues
Empower team members to experiment
Partner with Software Development Managers
Align on improvements
Collaborate with partner teams
Work with Product Management
Represent customer pain points
Influence product roadmap decisions
Coordinate with global teams
Ensure consistent support coverage
Build relationships with stakeholders
Maintain technical expertise
Guide architectural decisions
Review technical designs
Approve technical designs
Stay current with emerging technologies
Evaluate new technologies
Lead technical deep dives
Serve as escalation point
Improve support processes
Improve operational documentation
Implement quality assurance mechanisms
Ensure consistent customer interactions
Ensure high-quality customer interactions
Measure resolution time
Improve resolution time
Measure customer satisfaction
Improve customer satisfaction
Measure first-contact resolution
Improve first-contact resolution
Build scalable processes
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Partner with development teams; Collaborate with partner teams; Work with Product Management; Coordinate with global teams; Build relationships with stakeholders
Communication Scope
Presenting metrics; Presenting initiatives; Senior leadership presentations
Process & Methodology
MBRs, WBRs, Roadmap decisions
Full Job Description
Job Description Amazon has earned a reputation for excellence in the world by leading innovative technologies. The MADS (Measurements AdTech & Data Science) Billing Support team is seeking an experienced Support Engineering Manager to lead our mission-critical operations supporting global advertising billing applications at an unprecedented scale. As a Support Engineering Manager for MADS Billing Support, you will lead a team of talented Support Engineers responsible for ensuring seamless billing experiences for advertisers worldwide. Your team will work with cutting-edge distributed systems that process multi-million transactions worth billions in dollar value daily, supporting the MADS Billing platform that enables AdTech worldwide rapid growth. This role requires a leader who can balance operational excellence with innovation, driving both immediate incident resolution and long-term strategic improvements. You will manage systems that demand millisecond-level SLAs and guarantee high availability across billing, invoicing, accounting automation, budgets, promotions, and payments for advertisers globally. Key job responsibilities Key Job Responsibilities Team Leadership & Development: Lead, mentor, and develop a team of Support Engineers, fostering a culture of operational excellence and continuous improvement Hire, onboard, and retain top talent to build a world-class support engineering organization Conduct performance reviews, provide coaching, and create career development plans for team members Mentor engineers transitioning from IC roles to management positions, building future leaders Drive team engagement and maintain high morale while managing demanding on-call rotations Operational Excellence: Own the operational health of MADS Billing applications, ensuring high availability and performance of critical systems processing hundreds of millions of API requests daily Establish and maintain SLAs, operational metrics, and KPIs to measure team effectiveness and
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