Support Engineer

Are you passionate about using your technical problem‑solving skills to enhance operational processes through automation and innovation? We are seeking a talented Support Engineer to join the Trustworthy Shopping Experience (TSE) TOPS Tech Team, where you will design, develop, test, and continuously improve high‑quality self‑service software products called Paramount workflows. In this role, you will collaborate across functions with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists, and Program Managers to deliver medium to large‑scale projects.

You will analyze operational processes, develop technical requirements, and implement effective solutions through code implementations that leverage Amazon technology and services. As a Support Engineer III, you’ll have opportunities to embrace Agentic AI and LLM orchestration to optimize workplan development, testing, and automation. Your ability to identify process improvements and collaborate with development teams will be crucial in enhancing workflow efficiency and contributing to technical design decisions that help orchestrate multiple automation systems.

• Engage with operations, product, tech, and program stakeholders to document requirements, create functional specifications and generate process maps.
• Lead the end-to-end development of self‑service software products, with a focus on Paramount workflows, including design, development, testing, launch, and continuous improvement.
• Serve as a Subject Matter Expert for Amazon’s internal authoring application and workflow engine to develop Paramount workflows.
• Possess strong expertise in Generative AI and Agentic systems and concepts, with the ability to integrate these technologies into daily workflows. Leverage this knowledge to enhance workflow designs and improve builder productivity through AI‑driven solutions.
• Develop deep expertise as a subject matter expert in specific focus areas, serving as the technical point of contact for your team.
• Demonstrate comprehensive understanding of various features and systems, including their impact on workplans and orchestration, ensuring all components integrate and function as designed.
• Lead the comprehensive design, development, and testing of new workflow implementations, with a strong emphasis on Failure Mode and Effects Analysis (FMEA). Develop and implement robust mitigation strategies to identify potential risks and prevent operational disruptions, ensuring seamless workflow deployment and performance.
• Demonstrate strong analytical capabilities to investigate technical product and operational issues, developing straightforward yet effective solutions.
• Provide technical guidance while encouraging team members to identify and address root causes. Take ownership of documentation improvement by identifying gaps, enhancing existing materials, and creating new documentation where needed to support operational excellence.
• Design, develop, test, launch and improve self‑service software products such as Paramount workflows.
• Demonstrate strong leadership by guiding team members through root cause analysis and problem resolution. Act as a collaborative team player who readily steps across functional boundaries to share technical expertise, best practices, and provide valuable technical guidance to colleagues.
• Partner proactively with various Technology teams to understand their roadmap and assess its impact on workplan designs and outcomes.
• Contribute to the evolution of program technology by gaining deep insights into different implementation strategies across our proprietary tools, internal applications, and service architectures. Leverage this comprehensive understanding to implement effective bug fixes and system improvements.
• Design and implement efficient solutions through development of low to medium complexity code, focusing on API integration and development to leverage Large Language Models (LLMs). This includes both utilizing existing APIs and creating new ones to harness the full potential of AI capabilities.

Join us for an exciting and dynamic role where every day brings new…