The technical support leader for the Amazon Demand Side Platform (DSP) Troubleshooting organization is responsible for diagnosing and resolving systemic production issues that impact customers. This role requires collaboration with operations and business partners to determine root causes and develop actionable solutions. The leader will also create standard operating procedures and automated tools to enhance efficiency and quality. Additionally, mentoring and guiding peer support engineers is a key aspect of this position.

• 5+ years of technical support experience or 2+ years of software development experience.
• Experience scripting in modern programming languages.
• Knowledge of databases such as SQL and MYSQL.
• Experience troubleshooting and documenting technical findings.
• Experience in agile/scrum or related collaborative workflows.
• Experience leading technical initiatives and key deliverables.

• Evaluate, diagnose, troubleshoot, and drive resolution of systemic, customer-impacting DSP production issues.
• Provide visibility into recurring problem themes and drive accountability for continuous improvement.
• Interface with operations and business partners to determine root causes.
• Break complex problems into actionable workstreams for multiple engineers.
• Develop standard operating procedures and automated tools to eliminate regressions.
• Collaborate across support and engineering teams to embed troubleshooting best practices.
• Mentor peer support engineers through knowledge sharing.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.