Support Engineer III

• 2+ years of software development, or 2+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in Unix
• Experience scripting in modern program languages

Amazon Music Catalog’s vision is to be the most comprehensive and authoritative source of information about music and artists in the world. We build platforms and verticals that allow this vision to materialize. We use state of the art technologies and Machine Learning algorithms to enrich the catalog metadata in order to enable the magical experiences Amazon Music is known for on Alexa. It is still Day 1 for voice, and the catalog team is in the heart of making this experience better for customers.
The Amazon Music Catalog (AMC) team is responsible for persisting, computing, reconciling and vending Music rights and metadata to other teams and services across Amazon. We process hundreds of millions of updates per day and our services serve hundreds of thousands of requests every second to all Amazon Music Customers. Our services are used in every aspect of the customer experience from search and discovery to playback and voice requests. We own critical platforms that makes access to the Amazon Music Catalog highly available and accessible.

The AMC Support Engineering team provides production support for tier 1-3 services. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.

Some of the key job functions

• Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
• Work on operations and maintenance driven coding projects, primarily in Java, Perl, or shell scripts, and AWS technologies
• Software deployment support in staging and production environments
• Develop tools to aid operations and maintenance
• System and Support status reporting
• Ownership of one or more Digital products or components
• Customer notification and workflow coordination and follow-up to maintain service level agreements
• Work with support team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set
• Knowledge of web services, distributed systems, and web application development
• Experience troubleshooting & maintaining hardware & software RAID
• Experience with REST web services, XML, JSON