About the position
The FinConnect System Engineering (FSE) team, part of Finance Automation (FinAuto) operates and scales Amazon applications supporting important FinOps business functions. We are looking for a passionate support engineer who will be part of this cross-functional team of 10 engineers with diverse expertise in Amazon and third-party technologies. The FSE team manages vendor payments and write-offs, collections, and AR business applications. The FSE team enables software development teams scale by rolling out common features across channels and markets. The applications within this team's charge are used by over 11K users to process $39B in financial transactions annually for 62 channels. The FSE team actively working on modernizing our services by building new services and integrating to existing FinAuto services. As a Support Engineer in the FSE team, you set standards and implements operational best practices for FSE services. You possess comprehensive knowledge of FSE team's support scope, including processes, products. You serve as the primary technical contact for AR business applications and stakeholders, actively supporting operations and resolving root causes of issues. Using data-driven insights, you develop new support mechanisms, tools, and processes. You lead support retrospectives, contribute to COEs, and collaborate on tactical and strategic projects across teams. Additionally, you author and review technical content in your area of expertise, while partnering with management to delegate tasks to other Support Engineers.
Responsibilities
- Become a subject matter expert on one or more services
- Provide support activities for these services and regularly work with development teams to establish and improve service support
- Operate with guidance from management and drive issues to resolution
- Understand the business logic and architecture of supported services to regularly resolve undocumented trouble tickets
- Be able to read and understand complex application code and make approved code fixes to resolve support issues
- Provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities
- Regularly contribute to the creation and improvement of all support documentation
- Perform code builds and deployments communicating status regularly before, during, and after each deployment
- Create and interpret metrics that measure support success and service performance
- Help develop and refine operational policies and procedures used by teams and internal customers
- Participate fully and constructively in the planning of team's work
- Have the ability to write simple and efficient tools to improve operational efficiency
- Learn to contribute to design and development of support tools using software engineering best practices
- Mentor other Support Engineers
Requirements
- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
Nice-to-haves
- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls
- Experience in AWS Services, .NET, MS SQL Server
