Support Engineering Manager III, Device OS

Support Engineering Manager III, Device OS

Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Inc., originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, Amazon Echo and Amazon Show. The Amazon Devices group delivers delightfully unique Amazon experiences, giving customers instant access to everything, digital or physical.

As a Support Engineering Manager, you will lead a diverse team of Support and Data Engineers in delivering technical support for internal and externally-facing services while driving operational excellence and enhancing customer experiences. You will shape your team's strategic direction by establishing clear performance metrics and aligning them with organizational goals. Your focus on senior engineer growth will create opportunities for leadership development and foster a culture of continuous improvement. By simplifying processes, optimizing team performance, and effectively communicating across functions, you will ensure high-quality solutions and maintain a psychologically safe environment that encourages innovation and collaboration. Your leadership will also influence cross-functional initiatives and drive impactful discussions to balance proactive and reactive customer support.

Key job responsibilities

1. Lead a team in undefined problem areas, engaging stakeholders and defining long-term strategies based on customer needs.
2. Manage teams, including ICs and other managers, and recruit top talent.
3. Establish metrics for progress, operational excellence, and support goals.
4. Create onboarding plans, delegate responsibilities, and conduct performance evaluations to foster an inclusive team culture.
5. Monitor and resolve trouble tickets within SLAs, drive the team to perform root cause analysis and provide deployment support.
6. Drive the team to develop automated frameworks and tools for monitoring business outcomes while nurturing talent in application development.
7. Collaborate with internal business owners to understand requirements and drive improvements.
8. Drive initiatives to maximize operational efficiency and optimize processes.
9. Communicate clearly with leadership, present decisions, and mentor team members to enhance performance.

BASIC QUALIFICATIONS

BS in Computer Science/Engineering or equivalent industry experience
Robust understanding of support engineering processes
5+ years of experience in managing the larger support organization
12+ years of total experience, including a strong background as an individual contributor in a production support environment

PREFERRED QUALIFICATIONS

Experience hiring, mentoring, developing, and managing highly-successful and efficient product support and data engineering teams.
Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions.
Experience working in Linux environments.
Strong desire to build, sense of ownership, urgency, and drive.
Understanding of one programming language C++/Java.
Knowledge of distributed systems as it pertains to data storage and computing.
Experience in administering reporting/analytics platforms.
Experience with DevOps, AWS, cloud management.
Experience with one or more scripting languages (e.g., Python, Shell).
Build monitoring metrics dashboard, and report System health and Support status metrics.
Experience in Troubleshooting issues related to Production Support, Data, and Infrastructure issues.
Work with remote development (Sunnyvale) teams for handing-off or taking over active support issues and to create a team-specific knowledge base and skill set.

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