Amazon Support Engineer - Financial Planning & Analytics Stores FinTech 

Canada, Ontario, Old Toronto 

674413301

Key job responsibilities
* Serve as a subject matter and technology expert, providing advanced support and troubleshooting for the organization's most complex and critical customer issues.
* Analyze and diagnose complex problems, identify root causes, and recommend appropriate solutions.
* Work with development teams to establish and improve service support, build new tools and dashboards to reduce the operation effort.
* Lead the escalation and collaboration process with cross-functional teams (e.g., engineering, development) to ensure timely and effective resolution of complex problems.
* Work backward from customer experience and handle complex issues which may require multi-team engagement to get issue fixed.
* Deconstruct complex problems into simple, straight-forward, and actionable solutions.
* Create tutorials, how-to videos, and other technical articles for the AWS customer community.
* Troubleshoot and resolve complex technical problems by harmonizing discordant views and leading the resolution of contentious issues.
* Work on critical, highly complex customer incidents that span across multiple AWS services.
* Define the metrics to monitor system CPU/Memory/IO, customer adoption of product tools and feature usage.
* Develop and refine operational policies and procedures used by team and internal customers.
* Mentor and train junior support engineers, sharing best practices, technical expertise, and problem-solving strategies.
* Represent the support engineering function in strategic discussions, providing technical guidance and recommendations to leadership.
* Influence organization’s technical and business strategy by making insightful contributions and driving technical priorities.
* Partner with leaders to help them make data-driven decisions which result in measurable outcomes for the team or organization.
* Lead support retrospectives, drive resulting process or system improvements, and may contribute to or write Correction of Errors (COE) or Root Casue Analysis (RCAs) to ensure long term resolution.
* Communicate ideas effectively to all leaders to achieve the right outcome for the team or organization. You seek diverse perspectives, listen to feedback, and are willing to change direction if it creates a better outcome.
* Work efficiently and routinely delivers valuable customer outcomes.
* Proactively identify opportunities to improve Operational Excellence (OE) in the organization by identifying patterns and collaborating with other teams.

- 5+ years of technical support experience
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience troubleshooting and debugging technical systems
- Experience troubleshooting and documenting findings
- 5+ years of experience working in TM1/Planning Analytics Technology [Both TM1 Rules, and Turbo-Integragtor process]

- Experience with data infrastructures: relational analytic DBMS, Elastic-Search, and Big Data EMR/EC2/Glue/Lambda
- Working knowledge of SQL and Python, especially TM1Py