The Kindle Team is looking for a passionate, results-oriented, operationally focused engineering support manager to support the fast evolving and expanding Reader eco-system. The role encompasses managing a support engineering team that provides support for multiple products and platforms, engineering development support (root cause analysis, code fixes), customer support self-service (tools development), and business decision making support (data mining, report generation, scripting). The Support Engineering team comprises world-class engineers with technical skills blending systems and software engineering.
We are looking for a technical manager with experience managing a software engineering support team or equivalent, and a track record of driving projects to improve software development, business, and customer service support-related processes. A successful candidate will be an experienced technical manager who is willing to take on a challenging space, has a metrics focus, customer focus, and the ability to lead multi-functional teams in a fast-paced environment. If you fit the profile, we would love to talk to you.
Responsibilities:
- Direct management of a team of 8+ support engineers
- Process and service improvements
- Monitor and improve day-to-day operational efficiency
- Planning and project management for software within the team
- Enhancing and maintaining a best-of-class engineering team
- Management of resources across teams
- Driving smaller scope development projects and building custom tools.
Minimum Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or related technical discipline
- 8+ years of Software/Systems Engineering experience
- 2+ years of experience in hiring, building, and supervising high-performance teams
- Understanding of programming/scripting (Java or C++, Perl, Python, or shell scripting)
- In-depth understanding of monitoring and reporting support metrics
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Knowledge of AWS services and fundamentals
- Excellent stakeholder management skills.
Additional Qualifications:
- Strong metrics and a focus on operational excellence
- Ability to hire and develop great people
- Ability to handle multiple competing priorities in a fast-paced environment
- Technical aptitude to quickly grasp complex technical issues and communicate directly with technical teams
- Proven track record of taking ownership and driving results on technical projects.
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