Amazon Prob Mgmt Support Engineer GSS Elite Problem Solvers 

United States, Massachusetts 

211946310

Key job responsibilities
* Problem Identification & Mitigation: Analyze incident trends, identify recurring issues, and develop temporary solutions while working on permanent resolutions.
* Incident Analysis & Root Cause Identification: Investigate incidents to determine the root causes, utilizing technical expertise to prevent recurrence.
* Problem Management Process: Manage the lifecycle of problems, including identification, documentation, categorization, and escalation.
* Knowledge Base Maintenance: Contribute to and maintain the knowledge base with documented solutions and best practices for future issue resolution.
* Communication: Provide regular updates on problem status and resolutions to stakeholders and collaborate with cross-functional teams.* Proactive Problem Prevention: Identify potential issues before they arise and implement measures to prevent future incidents.Required Skills & Experience:* Strong analytical and problem-solving abilities.
* Deep understanding of technical systems and user experiences.
* Experience in problem-solving frameworks and methodologies.
* Excellent communication, interpersonal, and organizational skills.
* Ability to work independently and manage multiple priorities effectively.
* Passion for advanced technology and continuous improvement.

* Bachelor’s degree in Engineering, Computer Science or related technical field and 5+ years’ experience delivering direct customer support or Master’s degree in Engineering, Computer Science or related technical field and and 3+ years’ experience delivering direct customer support
* Strong Technical problem-solving and analytical skills
* Proven ability to prioritize and manage multiple high-priority tasks simultaneously
* Proven ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management
* Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
* Knowledge and/or working experience with Linux (RHEL, Ubuntu)
* Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures
* Ability to establish priorities, work independently, and proceed with objectives without supervision.

* Knowledge and/or working experience with networking and Product IT
* Familiarity with AWS or other cloud technologies
* Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++), Networking Technologies (TCP/IP, DNS)