Support Engineer Manager II
- Amazon HR Ayushi
- 5 - 10 years
- Bengaluru
- 1 month ago
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Job Description
Amazon has earned a reputation for excellence in the world by leading innovative technologies. The MADS (Measurements AdTech & Data Science) Billing Support team is seeking an experienced Support Engineering Manager to lead our mission-critical operations supporting global advertising billing applications at an unprecedented scale.
As a Support Engineering Manager for MADS Billing Support, you will lead a team of talented Support Engineers responsible for ensuring seamless billing experiences for advertisers worldwide. Your team will work with cutting-edge distributed systems that process multi-million transactions worth billions in dollar value daily, supporting the MADS Billing platform that enables AdTech worldwide rapid growth.
This role requires a leader who can balance operational excellence with innovation, driving both immediate incident resolution and long-term strategic improvements. You will manage systems that demand millisecond-level SLAs and guarantee high availability across billing, invoicing, accounting automation, budgets, promotions, and payments for advertisers globally.
Key Job Responsibilities
Team Leadership & Development:
- Lead, mentor, and develop a team of Support Engineers, fostering a culture of operational excellence and continuous improvement.
- Hire, onboard, and retain top talent to build a world-class support engineering organization
- Conduct performance reviews, provide coaching, and create career development plans for team members
- Mentor engineers transitioning from IC roles to management positions, building future leaders
- Drive team engagement and maintain high morale while managing demanding on-call rotations
Operational Excellence:
- Own the operational health of MADS Billing applications, ensuring high availability and performance of critical systems processing hundreds of millions of API requests daily
- Establish and maintain SLAs, operational metrics, and KPIs to measure team effectiveness and system reliability
- Lead incident management processes, ensuring rapid response, effective communication, and thorough post-incident reviews
- Drive operational reviews and Monthly Business Reviews (MBRs), Weekly Business Reviewed (WBRs) with senior leadership, presenting key metrics and improvement initiatives
- Implement proactive monitoring and alerting strategies to detect and prevent issues before customer impact
Strategic Incident Prevention:
- Analyze incident patterns and trends to identify systemic issues requiring architectural or process improvements
- Lead comprehensive Root Cause Analysis (RCA) efforts for critical incidents, driving corrective and preventive actions
- Partner with development teams to prioritize and resolve recurring issues, improving overall system reliability
- Build mechanisms to track incident recurrence and measure effectiveness of preventive measures
- Establish feedback loops between support operations and product development to drive continuous improvement
Innovation & Automation:
- Champion the adoption of Generative AI solutions and intelligent agents to transform incident handling and customer support
- Drive automation initiatives to reduce manual toil, optimize billing systems, and simplify operational processes
- Build self-healing mechanisms and automated remediation workflows to improve system resilience
- Leverage AI/ML technologies for predictive analytics to prevent potential issues before they impact customers
- Foster a culture of innovation where team members are empowered to experiment with new technologies and approaches
Cross-Functional Collaboration:
- Partner closely with Software Development Managers (SDMs) leading billing development teams to align on priorities and improvements
- Collaborate with partner teams across MADS, including Measurements, AdTech, and Data Science organizations
- Work with Product Management to represent customer pain points and influence product roadmap decisions
- Coordinate with global teams across multiple regions (US, EU, JP, MX, AU) to ensure consistent support coverage
- Build strong relationships with stakeholders at all levels, including SVP-level visibility on key initiatives
Technical Leadership:
- Maintain deep technical expertise in distributed systems, billing platforms, and AWS cloud technologies
- Guide architectural decisions for support tools, automation frameworks, and operational systems
- Review and approve technical designs for complex automation and tooling projects
- Stay current with emerging technologies and evaluate their applicability to support operations
- Lead technical deep dives and serve as an escalation point for the most complex technical issues
Process & Quality Management:
- Establish and continuously improve support processes, runbooks, and operational documentation
- Implement quality assurance mechanisms to ensure consistent and high-quality customer interactions
- Drive adoption of best practices across the support organization
- Measure and improve key customer success KPIs including resolution time, customer satisfaction, and first-contact resolution
- Build scalable processes that can support 10X growth in transaction volume
Basic Qualifications
- 5+ years of engineering experience with at least 2+ years in a technical leadership or management role
- Experience managing teams of engineers in a support, operations, or development capacity
- Strong technical background in software development, distributed systems, or technical support
- Experience with incident management, on-call operations, and maintaining high-availability systems
- Proven track record of driving operational excellence and process improvements
Preferred Qualifications
- 8+ years of experience in software engineering, technical support, or site reliability engineering
- Experience managing support operations for large-scale distributed systems or SaaS platforms
- Deep knowledge of AWS services and cloud-based architectures
- Experience with billing, payments, or financial systems
- Track record of implementing automation and AI/ML solutions in operational contexts
- Experience working with global teams across multiple time zones and regions
- Strong data-driven decision-making skills with experience presenting to senior leadership
- Bachelor's or master's degree in computer science, Engineering, or related technical field
- Experience with Agile methodologies and DevOps practices
- Proven ability to hire, develop, and retain high-performing technical teams
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: AmazonLocation(s): Bengaluru
Keyskills: Technical Operations Operational Excellence Technical Support support engineering Quality Management Site Reliability Engineering Troubleshooting Technical Services IT Operations
Amazon HR Ayushi
Join a leading multinational company committed to excellence and innovation. We are looking for dynamic professionals to deliver world-class support. Be part of a diverse, inclusive workplace that values growth. Take your career global—apply now!
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