Amazon is investing heavily in building a world class advertising business and we are responsible for defining and delivering a collection of self-service performance advertising products that drive discovery and sales. Our products are strategically important to our Retail and Marketplace businesses driving long term growth. We deliver billions of ad impressions and millions of clicks daily and are breaking fresh ground to create world-class products. We are highly motivated, collaborative and fun-loving with an entrepreneurial spirit and bias for action. With a broad mandate to experiment and innovate, we are growing at an unprecedented rate with a seemingly endless range of new opportunities. Our business is growing fast, and is highly visible to senior leadership.
Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Amazon’s Advertising API team is seeking a Manager to lead a team of Support engineers who will provides support to external customers as they build business-critical applications on Amazon’s Advertising API.
You will represent Amazon and our Advertising organization as you investigate and work with API developers to ensure compliance to our API program policies. You will own development of processes that will help identify gaps in our technical solutions or abuse of our API policies and work on prevention strategies to improve the developer experience. You'll work directly with Amazon Advertising API engineers and our onboarding team to ensure that customer issues are resolved as expediently as possible.

Key job responsibilities
You independently manage a team of SEs providing technical support for externally-facing services. You represent your team autonomously and require minimal guidance from your management. You evangelize our Leadership Principles. As the Support Engineer Manager, you are accountable for the structure and strategic direction of your team. You carefully consider short-term solutions and make sure their impact on long-term operations is properly assessed. You build a team that delivers successfully without you. You drive mindful discussions that lead to crisp decisions. You partner with customers, stakeholders, engineers, and other teams to determine which support activities move forward and in what priority order. You may personally coordinate discrete segments of cross-functional work (e.g., solutions to optimize service support meet) or you may work with (delegate) that responsibility to a TPM (from the wider team) or to an engineer on your team considering those positions. You provide the larger picture, long-term perspective, and context (past, current, and future) behind business and technology choices. You drive their adoption of operational excellence practices. You are able to write effective press releases that imagine what we would say to customers on the release date and make sure your SEs or service teams have enough specificity to deliver. You are able to evaluate whether a product/feature/entitlement to be launched meets the intent of the Press Release and Working Backward documents. You help your team discern which customer asks or escalations are essential, can be triaged, as well as which can be omitted altogether. You drive reasonable schedules and when needed, readjust priorities to ensure the right customer, technology, and business outcomes. You define audit mechanisms and metrics that enable you to quickly explain your team’s performance and any variance against your goals. You appropriately allocate SE time towards improving quality and efforts that improve support engineering efficiency. You know when it is appropriate to alter your team structure to address emerging priorities and allocate resources to other roles that reduce SE time spent on non-customer valued tasks. You tackle ambiguous problems and proactively mitigate risks before they become roadblocks. You demonstrate good judgment in how and when to escalate without damaging relationships. When confronted with discordant views, you are able to find the best way forward and influence others to follow that path (build consensus). You keep your technical skills relevant. You may deliver content in public events (e.g., blog, case studies, presentations, etc.).

A day in the life
* Define / Review/ monitor & report metrics for how we measure customer success for our product support.
* Define / participate and execute long term vision for how we evolve support for Amazon’s Advertising API
* Manage & Coach a team of SEs.
* Assess Tech Support needs and discern which customer and partner team asks are essential, can be triaged, or omitted. Determines where to standardize, automate, simplify, optimize, or extend solutions for the best outcomes.
* Drives resolution of technical escalations. May manage customers through business critical situations. Acts as a VoC (high-level) for customers.
* Handles most problems, decisions, and escalations. Mitigates long-term risks. Finds a path forward in difficult situations.
* Effectively hires, manages performance, coaches, develops, and promotes. Evangelizes LPs.
* Participates in strategic initiatives. Owns WBR/MBR/QBR’s for Support. Writes effective communications (e.g., Narratives, Mission, Tenets, PR/FAQ, etc
* Establishes and streamlines controls. Drives OE (Ops. Excellence) best practices.