Description

You provide advanced technical support for the Amazon Marketing Cloud platform, resolving complex customer issues and acting as an escalation point for in-depth problems.

Responsibilities

• Resolve customer blockers and investigate issues using phone, email, and live support channels.
• Conduct root cause analyses and coordinate with internal organizations to identify software defects or mis-configurations.
• Develop complex reproduction cases and implement workarounds to ensure timely defect resolution.
• Manage and prioritize cases using case management tools, assessing customer impact to drive prioritization.
• Create technical articles, code samples, and tutorials to help data analysts and customers use the platform effectively.

Required Skills

• 5+ years of experience in technical support or customer support roles.
• Strong proficiency in SQL for data analysis and query development.
• Experience with Amazon Marketing Cloud platform and Amazon Advertising.
• Proven ability in root cause analysis and software defect identification.
• Skills in documentation, including writing technical articles and training materials.
• Experience managing enterprise customer relationships and agency interactions.
• Ability to collaborate with data analysts and internal stakeholders to improve processes.

Key Skills

Education

Any Graduate