Amazon

Support Engineer IV , Amazon Books - Support Tools

Posted On

May 17, 2025

Location

Chennai, Tamil Nadu

Experience Level

Freshers/Experienced

Job Type

Operations, IT, & Support Engineering

Apply By

June 3, 2025

Job Description

The Books Support Tools team is at the heart of Amazon's digital publishing ecosystem, powering the tools that connect millions of authors, publishers, and readers worldwide. As a Senior Support Engineer, you'll drive technical excellence in a dynamic environment where your solutions directly impact the global books business.

We're seeking a passionate problem-solver to join our team in maintaining and enhancing critical operational tools. You'll work at the intersection of technology and business, developing automation solutions, implementing security improvements, and optimizing systems that support Kindle Direct Publishing, Goodreads, and Author Central platforms.

This role offers unique opportunities to blend hands-on technical work with strategic improvements. You'll collaborate with diverse teams while building solutions that scale across Amazon's books business. If you're excited about combining operational excellence with innovative problem-solving, and want to make a tangible impact on the future of digital publishing, we want to hear from you.

Key job responsibilities
* Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
* Work on operations and maintenance driven coding projects, primarily in Java and Python
* Software deployment support in staging and production environments
* Develop tools to aid operations and maintenance
* System and Support status reporting
* Ownership of one or more Digital products or components
* Customer notification and workflow coordination and follow-up to maintain service level agreements
* Work with support team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set
* Drive security improvements across tools and applications
* Lead integration efforts with third-party applications and internal Amazon services

Regular work hours are 3 PM to 12 midnight IST [Mon-Fri].

A day in the life
Your day starts with reviewing critical overnight tickets and joining the team stand-up. Mornings involve investigating high-priority support issues from Goodreads or KDP teams, while collaborating on security enhancements for our case management system. Afternoons are spent coding automation scripts, deploying changes, and documenting solutions.

You'll balance immediate operational needs with long-term improvements, working across multiple products and teams. The role combines hands-on troubleshooting with project work, making it ideal for those who enjoy solving complex technical problems while driving automation and efficiency improvements.

About the team
The Books Support Tools (BST) team is a critical engineering organization focused on supporting, enhancing, and extending tools for Books customer support and internal operations teams. We drive a 360-degree approach to data security, tool user experience, and feature enhancements across the Books ecosystem. Our team has demonstrated significant impact through tool enhancements, process automations, and improved case management systems. We work closely with multiple partner teams including: Goodreads Operations, Kindle Direct Publishing (KDP), Amazon Author Central (A2C), Content Acquisition, Books Risk Management (BRM) & Account Management- 5+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience scripting in modern programming languages
- Experience in agile/scrum or related collaborative workflow

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