Amazon Technical Support Jobs (NOW HIRING)

Amazon Advertising is dedicated to driving measurable outcomes for brand advertisers, agencies, authors, and entrepreneurs. Our ad solutions - including sponsored, display, video, and custom ads - leverage Amazon's innovations and insights to find, attract, and engage intended audiences throughout their daily journeys. With a range of flexible pricing and buying models, including self-service, managed service, and programmatic ad buying, these solutions help businesses build brand awareness, increase product sales, and more. Within Amazon Advertising, the Ad Services team is focused on services that emphasize campaign excellence & efficiency, creative design & performance and product & policy guidance.
Our Amazon DSP team is looking for a Programmatic Solutions Consultant - Technical to join Amazon Advertising's growing team based in New York City.
In this role, you will independently resolve customer campaign execution issues and blockers by providing knowledgeable and responsive technical support to our enterprise customers: programmatic trading desks. You will have ownership for issue investigation: identifying campaign configuration and software defects, reproducing in-depth and complex cases across our DSP product and processes, and researching solutions to unblock customers. This is a complex environment, as you will own the most critical part of the customer experience and deliver on our customers' most basic need. While we obsess over incident response, in this role you will also develop tools to scale our service quality, and provide critical input for product prioritization to address root causes of why the customer experienced an incident in the first place. Our advertising customers are likely Amazon customers, and we take seriously maintaining the high customer service bar set by Amazon.
Key job responsibilities
- Independently handle complex customer issues by reproducing cases, root cause analysis, and providing prioritization input
- Demonstrate deep technical expertise and advanced problem-solving for critical programmatic advertising issues
- Serve as an escalation point, owning end to end resolution of the most complex, cross-organizational issues
- Communicate directly with internal teams to investigate, define workarounds, and resolve defects
- Provide advanced, proactive support across Amazon's advertising tech suite, including Amazon DSP (ADSP), Amazon Ad Tag (AAT), Conversion API (CAPI), Ads Data Manager (ADM), and Amazon Marketing Cloud (AMC)
- Prioritize issues using case management tools based on customer impact
- Contribute to training and documentation for internal and external users
- Automate standard procedures through scripting and data APIs to analyze high-volume transaction data
- Proactively identify solutions, communicate trends, and suggest customer experience improvements
- Develop and mentor peers to enhance technical skills in programmatic advertising and troubleshooting
- Drive continuous improvement and shape support strategy and technology approach
- Identify emerging issues and influence product prioritization through technical investigation
- Provide live troubleshooting sessions for customers
BASIC QUALIFICATIONS
- Bachelor's degree in computer science or equivalent
- Experience in technical support
- 4+ years of programmatic advertising experience
- Experience as a technical specialist in customer-facing roles
- Experience in Database like NoSQL, or experience in SQL Server/MySQL and experience troubleshooting and debugging technical systems
- Experience writing and publishing technical documents or equivalent
- Experience with and deep understanding of advertising technologies (i.e., ad server, DSP)
PREFERRED QUALIFICATIONS
- 3+ years of technical troubleshooting or similar experience
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with Microsoft Office products and applications
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience coding, scripting, automating in at least one language (e.g., Python, C, C++, Java, Ruby, or PowerShell)
- Experience troubleshooting and documenting findings, or experience operating highly available, distributed systems of data extraction, ingestion, and processing of large data sets
- Knowledge of data analytics with tools such as Tableau, SQL, Quick-sight
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NY, New York - 105,100.00 - 183,900.00 USD annually