Introduction to Workwarp and Amazon Marketing Cloud (AMC)
At Workwarp, we are passionate about driving customer success and delivering innovative solutions that empower businesses to thrive in the digital landscape. As a key player in the ad-tech industry, we are committed to providing cutting-edge technologies that enable our customers to make informed decisions about their cross-channel marketing investments. Amazon Marketing Cloud (AMC) is a secure, privacy-safe, and dedicated cloud-based environment that allows advertisers to perform analytics across multiple, pseudonymized data sets, generating valuable insights that drive business growth.
About the Role: Support Engineer IV, AMC, Ad-Tech Solutions
We are seeking a highly skilled and experienced Support Engineer to join our team, providing top-notch support to partners and external customers as they build business-critical applications on our platform. As a Senior Support Engineer, you will play a critical role in ensuring that customer issues are resolved expediently, working directly with Amazon Advertising product and engineering teams to deliver exceptional customer experiences. If you are passionate about driving customer success, thrive in dynamic environments, and are eager to learn new technologies, we want to hear from you!
Key Responsibilities:
- Independently resolve customer issues and blockers by providing knowledgeable and responsive technical support on AMC, utilizing advanced SQL skills to build confidence and solutions.
- Interact with customers' Data Analysts and other Data-focused stakeholders to understand their needs and provide tailored support.
- Investigate and identify root causes of issues, conceive and provide workarounds, and contribute to building software fixes.
- Gather sufficient information to reproduce issues and develop tools to scale our support and service quality.
- Provide critical input for product prioritization to address root causes of customer issues.
- Develop and implement complex repro cases to identify potential software defects, mis-configurations, or issues in customer environments.
- Use case management tools to manage and prioritize issues based on multiple factors, including customer impact.
- Build and contribute to training material and documentation for both internal and customer-facing users.
- Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
A Day in the Life:
As a Support Engineer IV, your day will be filled with a variety of challenging and rewarding tasks, including:
- Tracking, investigating, and resolving customer questions and issues using various communication channels, including phone, email, and live support.
- Acting as an escalation point for complex and in-depth issues that span multiple external and internal organizations.
- Communicating directly with internal organizations to complete root cause analyses, issue investigation, workarounds, and defect resolution.
- Writing queries, code samples, tutorials, and technical articles for the customer community.
- Working with customers to understand how they are using our services and providing feedback to development teams.
- Collaborating with internal stakeholders to drive timely customer communication and driving internal projects that improve support-related processes and our customer's user experience.
Qualifications:
Basic Qualifications:
- 4+ years of network and operating system support experience.
- 3+ years of database administration experience.
- 4+ years of continuous integration and continuous delivery (CI/CD) experience.
- Bachelor's degree in Computer Science or equivalent, or 4+ years of technical support experience.
Preferred Qualifications:
- Experience in network and operating system support.
- Strong understanding of database administration and CI/CD principles.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks effectively.
Skills and Competencies:
To be successful in this role, you will need to possess a combination of technical, business, and interpersonal skills, including:
- Advanced SQL skills and experience with database administration.
- Strong understanding of network and operating system support principles.
- Excellent communication and problem-solving skills, with the ability to distill complex technical concepts into simple, actionable solutions.
- Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.
- Strong analytical and troubleshooting skills, with the ability to identify root causes of issues and develop effective solutions.
Career Growth Opportunities and Learning Benefits:
At Workwarp, we are committed to helping our employees grow and develop their careers. As a Support Engineer IV, you will have access to a range of training and development opportunities, including:
- Technical training and certification programs to help you develop your skills and stay up-to-date with the latest technologies.
- Mentorship and coaching from experienced engineers and leaders.
- Opportunities to work on complex and challenging projects, developing your problem-solving and analytical skills.
- Collaboration with cross-functional teams, including product, engineering, and sales, to develop a deeper understanding of our business and technologies.
Work Environment and Company Culture:
At Workwarp, we pride ourselves on our dynamic and inclusive work environment, where employees are encouraged to share their ideas, collaborate with colleagues, and contribute to the development of our products and services. Our company culture is built on a foundation of:
- Respect and empathy for our customers, employees, and partners.
- A commitment to innovation and excellence, driving continuous improvement and growth.
- A focus on teamwork and collaboration, recognizing that our collective efforts are greater than the sum of our individual contributions.
- A passion for learning and development, providing opportunities for employees to grow and develop their careers.
Compensation, Perks, and Benefits:
We offer a competitive salary and a range of benefits, including:
- Comprehensive health insurance, including medical, dental, and vision coverage.
- 401(k) matching program, helping you plan for your future.
- Flexible paid time off, allowing you to balance your work and personal life.
- Opportunities for professional development and growth, including training and certification programs.
- Access to the latest technologies and tools, helping you stay up-to-date with industry trends and developments.
Conclusion:
If you are a motivated and experienced Support Engineer looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Support Engineer IV, AMC, Ad-Tech Solutions, you will play a critical role in driving customer success and delivering exceptional support experiences. With a competitive salary, comprehensive benefits, and opportunities for growth and development, this is an opportunity you won't want to miss. Apply today and join our team of talented and dedicated professionals!
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