The Buy with Prime (BwP) team is seeking a Support Engineer (SupEng). This role is a high impact, high visibility role managing escalated merchant support tickets and assisting merchants launching Buy with Prime product on e-commerce sites. The SupEng has a solution mindset and owns discovery and understanding of customer requirements and tickets reported to unblock merchants and help them grow their business with Buy with Prime. They are also expected to build the relationships by partnering across multiple teams such as sales, account management, product, engineering and solution architects to successfully resolve customer tickets and launch the customer on Buy with Prime product and features.

The successful candidate will have a track record of (1) experience in customer launch projects and/or solution management. (2) owning internal as well as customer facing operating procedures, with a continuous lens on process improvement and (3) demonstrating strong customer obsessions through driving process improvement and advocating for the customer as part of internal reviews.


Key job responsibilities
The SupEng is a proactive individual capable of effectively addressing customer issues at a high standard. They utilize their skills to investigate and resolve customer problems, collaborating with internal stakeholders to improve the overall customer experience. The work environment is dynamic, characterized by high levels of ambiguity and frequent changes in processes.

* Provide a consultative approach to onboard e-commerce customers on Buy with Prime product to meet customers requirements.
* Work cross-functionally to launch merchants on Buy with Prime product (e.g., Sales, Product, Tech).
* Utilize subject matter expertise to apply existing solutions to customers, and inventing new solutions
* Provide feedback to the customer support, onboarding, sales, and product team based on the learnings during ticket resolution.

A day in the life
A SupEng starts their day by addressing incoming inquiries, troubleshooting technical problems, and providing solutions to customers. This may involve guiding customers through step-by-step processes, explaining technical concepts, and offering assistance in a clear and friendly manner. They prioritize and manage their workload efficiently, maintaining a balance between responding to immediate concerns and addressing more complex issues. Collaboration with internal teams and documenting customer interactions are also crucial aspects of their daily routine. Adaptability is key, as they navigate a dynamic work environment, staying up-to-date with product or service changes and ensuring a positive customer experience across all communication channels. The SupEng will take the learnings, patterns, and themes and use data to influence other stakeholders to improve the customer experience.

About the team
Buy with Prime is helping people reimagine the way they shop….wherever they do! Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. Buy with Prime is a new way to extend Prime shopping benefits—including fast, free shipping, a seamless checkout experience, and free returns—to merchants’ own online stores, ultimately increasing selection for Prime members. For over 20 years, Amazon been empowering small and medium-sized businesses with opportunities to grow. Buy with Prime is an exciting next step in our mission to help merchants of all sizes grow their business—whether on Amazon or beyond
Internal job description