As a Search Support Specialist, you will Independently provide the first level of support for all search related issues, deliver high-quality work, meet or exceed established ticket resolution goals, and SLAs autonomously. You will rely upon your strong communication skills to effectively interact with individuals at all levels. You'll drive business value through technical advisory and partnership building, creating and managing workstreams that delight our customers and deliver meaningful change.

Key job responsibilities
• Identify Search service changes and make independent decisions based on available information.
• Independently resolve issues and high severity escalations using Support tooling while serving as TPM for Support tool development and maintenance.
• Continuously identify areas for improvement of self-service by evaluating ticket metrics and logs. Drive projects to implement those improvements.
• Collaborate with Technical Program Managers and development team members to troubleshoot complex features.
• Coordinate root cause analysis and defect resolution with the team, key stakeholders and follow through on resolutions to ensure they're delivered.
• Identify search service changes and make independent decisions based on the available information.
• Follow standard operational procedures (SOPs) to resolve emergent issues and escalate to internal search teams. Ensure all issues are properly documented and closed.
• Drive and document effective ML/GenAI solutions for customer requests, transforming research objectives into clear, actionable data collection requirements.
• Build a strong foundation of knowledge around Amazon Search and create knowledge-based articles and SOPs.


About the team
Our team plays a key role in the use of the Amazon Product Search service, is the primary point of contact for search results, and routes systemic issues and functional requests to individual development groups and domain experts.

Basic Qualifications

- Experience working with customers with a passion for delivering exceptional service, or experience in technical support and experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Bachelor's degree or above in Information Management, Informatics, Information Technology, Computer Science, Computer Engineering, or other related discipline
- Experience in a 24x7 operational services or support environment
- 3+ years of technical troubleshooting or similar experience
- Proficiency understanding complex technical concepts.
- Excellent communication, organizational and analytical skills, especially for problem solving under pressure.
- Excellent written and oral English language skills.

Preferred Qualifications

- 3+ years of working directly with engineering teams experience
- Experience working with GenAI tools such as Amazon Q or similar.
- Ability to quickly learn technical concepts with a sense of urgency and prioritization.
- Project management expertise.
- Familiarity with modern Foundation Models.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 127,100.00 - 172,000.00 USD annually