Support Engineer Manager II, Measurements & Data Science

Job Description

Amazon has earned a reputation for excellence in the world by leading innovative technologies. The MADS (Measurements AdTech & Data Science) Billing Support team is seeking an experienced Support Engineering Manager to lead our mission-critical operations supporting global advertising billing applications at an unprecedented scale.

As a Support Engineering Manager for MADS Billing Support, you will lead a team of talented Support Engineers responsible for ensuring seamless billing experiences for advertisers worldwide. Your team will work with cutting-edge distributed systems that process multi-million transactions worth billions in dollar value daily, supporting the MADS Billing platform that enables AdTech worldwide rapid growth.

This role requires a leader who can balance operational excellence with innovation, driving both immediate incident resolution and long-term strategic improvements. You will manage systems that demand millisecond-level SLAs and guarantee high availability across billing, invoicing, accounting automation, budgets, promotions, and payments for advertisers globally.

Key job responsibilities
Key Job Responsibilities

Team Leadership & Development:

Lead, mentor, and develop a team of Support Engineers, fostering a culture of operational excellence and continuous improvement

Hire, onboard, and retain top talent to build a world-class support engineering organization

Conduct performance reviews, provide coaching, and create career development plans for team members

Mentor engineers transitioning from IC roles to management positions, building future leaders

Drive team engagement and maintain high morale while managing demanding on-call rotations

Operational Excellence:

Own the operational health of MADS Billing applications, ensuring high availability and performance of critical systems processing hundreds of millions of API requests daily

Establish and maintain SLAs, operational metrics, and KPIs to measure team effectiveness and system reliability

Lead incident management processes, ensuring rapid response, effective communication, and thorough post-incident reviews

Drive operational reviews and Monthly Business Reviews (MBRs), Weekly Business Reviewed (WBRs) with senior leadership, presenting key metrics and improvement initiatives

Implement proactive monitoring and alerting strategies to detect and prevent issues before customer impact

Strategic Incident Prevention:

Analyze incident patterns and trends to identify systemic issues requiring architectural or process improvements

Lead comprehensive Root Cause Analysis (RCA) efforts for critical incidents, driving corrective and preventive actions

Partner with development teams to prioritize and resolve recurring issues, improving overall system reliability

Build mechanisms to track incident recurrence and measure effectiveness of preventive measures

Establish feedback loops between support operations and product development to drive continuous improvement

Innovation & Automation:

Champion the adoption of Generative AI solutions and intelligent agents to transform incident handling and customer support

Drive automation initiatives to reduce manual toil, optimize billing systems, and simplify operational processes

Build self-healing mechanisms and automated remediation workflows to improve system resilience

Leverage AI/ML technologies for predictive analytics to prevent potential issues before they impact customers

Foster a culture of innovation where team members are empowered to experiment with new technologies and approaches

Cross-Functional Collaboration:

Partner closely with Software Development Managers (SDMs) leading billing development teams to align on priorities and improvements

Collaborate with partner teams across MADS, including Measurements, AdTech, and Data Science organizations

Work with Product Management to represent customer pain points and influence product roadmap decisions

Coordinate with global teams across multiple regions (US, EU, JP, MX, AU) to ensure consistent support coverage

Build strong relationships with stakeholders at all levels, including SVP-level visibility on key initiatives

Technical Leadership:

Maintain deep technical expertise in distributed systems, billing platforms, and AWS cloud technologies

Guide architectural decisions for support tools, automation frameworks, and operational systems

Review and approve technical designs for complex automation and tooling projects

Stay current with emerging technologies and evaluate their applicability to support operations

Lead technical deep dives and serve as an escalation point for the most complex technical issues

Process & Quality Management:

Establish and continuously improve support processes, runbooks, and operational documentation

Implement quality assurance mechanisms to ensure consistent and high-quality customer interactions

Drive adoption of best practices across the support organization

Measure and improve key customer success KPIs including resolution time, customer satisfaction, and first-contact resolution

Build scalable processes that can support 10X growth in transaction volume

Basic Qualifications

5+ years of engineering experience with at least 2+ years in a technical leadership or management role

Experience managing teams of engineers in a support, operations, or development capacity

Strong technical background in software development, distributed systems, or technical support

Experience with incident management, on-call operations, and maintaining high-availability systems

Proven track record of driving operational excellence and process improvements

Preferred Qualifications

8+ years of experience in software engineering, technical support, or site reliability engineering

Experience managing support operations for large-scale distributed systems or SaaS platforms

Deep knowledge of AWS services and cloud-based architectures

Experience with billing, payments, or financial systems

Track record of implementing automation and AI/ML solutions in operational contexts

Experience working with global teams across multiple time zones and regions

Strong data-driven decision-making skills with experience presenting to senior leadership

Bachelor's or master's degree in computer science, Engineering, or related technical field

Experience with Agile methodologies and DevOps practices

Proven ability to hire, develop, and retain high-performing technical teams

BASIC QUALIFICATIONS

- 3+ years of data analysis work and leveraging analytics to make decisions experience
- 3+ years of managing IT environments on behalf of customers experience
- 5+ years of technical support work, engineering or operations environment experience
- Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field
- Knowledge of operating systems, hardware, storage, network, security, database administration and cloud infrastructure
- Experience in data analysis and leveraging analytics to make decisions
- Experience in technical support work, engineering, or an operations environment
- Experience in management: developing engineers into managers and building teams

PREFERRED QUALIFICATIONS

- 3+ years of engineering experience
- Knowledge of AWS and Computing concepts (AWS Elastic Beanstalk, AWS CloudFormation or AWS OpsWorks)
- Experience in direct customer support
- Experience in engineering

Our inclusive culture empowers Amazonians to deliver the best results for our customers.