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Support Engineer Manager

Support Engineer Manager

Job ID 
Posted Date 
Amazon Support Services Costa Rica, S.R.
Position Category 
Operations, IT, & Support Engineering
Recruiting Team 

Job Description

We are looking for a leader for our Costa Rica Global Operations team.
Amazon continues to experience explosive growth. The Global Ops team mission is to support robust, highly available, and easy to use services for our internal customers across the global enterprise. We are looking for a Manger for our Costa Rica team who is proficient in system/network administration and engineering to support and maintain global infrastructure services in our enterprise. We own back-end systems that are used by all Amazonians for daily business productivity including (but not limited to): networks, telephony systems, Exchange, Active Directory, Lync, SharePoint, MSSQL Server, border email security, remote access VPN, Windows / Linux based infrastructure, and a variety of core OS infrastructure and related services.

This is a technical leadership position in so much as the successful individual will be required to lead the way technically, as well as manage the team. The individual will lead a team of support engineers in Costa Rica who support Amazon Global IT systems in a follow-the-sun model. Aside from ensuring the local team provides the required levels of support and service, the individual will be required to manage global initiatives for the Global Ops team, working with colleagues across the globe to ensure successful delivery. The successful individual needs to innovate and simplify – identifying opportunities to improve processes and services through automation, then working with the service owners to make it happen. They will be required to find solutions to complex problems, implement new and challenging standards whilst holding to the highest bar with regards quality and technical expertise. The ability to build productive relationships with colleagues at remote sites around the world will make you successful in this role as will patience and a sense of humor.

You must be comfortable taking initiative, operating at a global scale, and working across teams in an agile environment. Our engineers are level-headed, top-notch performers who demonstrate composure, love working as a team, and proactively take the lead whenever necessary.

Amazon is not an average retailer and this is definitely not your average job. We’ll give you the opportunity to really make a difference to our business. We’re looking for an exceptional professional with outstanding technical skills who has what it takes to make us the place for people to come to find anything they might want to buy online, with the opportunity to fulfill the Amazon motto to “Work Hard. Have Fun. Make History.”

This person will have led engineering and/or operations teams (either internally or externally facing) in a global company. He or she will have experience in incident management and will have the ability to identify and drive problem management efforts in coordination with global engineering teams. This leader will have deep technical expertise and be extremely customer-focused and metrics-driven.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Basic Qualifications

  • 5+ years of relevant engineering experience; 2+ years of experience leading enterprise engineering or support teams (Systems Engineering / Support Engineering).
  • Hands-on technical expertise in at least one area: Systems, Networking, Unified Communications.
  • Strong communication and business acumen and the ability to ensure a consistently high level of customer satisfaction.
  • An understanding of enterprise IT systems and networks: i.e. Exchange, Active Directory, SCOM, SCCM, Lync, and SharePoint, as well as exposure to a wide variety of technical products and issues.

Preferred Qualifications

  • Strong business and technical vision.
  • Have experience in an internet operational environment, including multiple data centers and thousands of servers.
  • Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions.
  • Ability to handle multiple competing priorities in a fast-paced environment.
  • In-depth knowledge of operating systems, including Windows and Linux.
  • Exceptional customer relationship skills and experience of managing and developing technical staff and teams.

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