Description
The Amazon Ads Developer Support team is the primary technical resource for our advertising partners, developers, and advertisers who integrate with the Amazon Ads API. We are seeking a highly technical, customer-obsessed API Support Engineer to ensure our partners have a seamless experience integrating, troubleshooting, and scaling their advertising solutions. This role is a critical link between our external developer community and our internal engineering teams.
Key job responsibilities
Provide expert-level technical support for the Amazon Ads API, assisting partners with integration, complex data queries, best practices, and troubleshooting of technical issues.
Diagnose, replicate, and resolve intricate API-related problems, including issues related to requests/responses, authentication, throttling, latency, and reporting.
Serve as the primary technical liaison, communicating clearly and effectively with external partners/developers and collaborating closely with internal Product and Engineering teams to escalate bugs and drive feature improvements.
Develop, maintain, and contribute to technical documentation, FAQs, tutorials, and code samples (e.g., Python, Java, or JavaScript snippets) to improve the self-service experience for the developer community.
Monitor API usage trends, identify recurring technical patterns, and proactively implement tooling or process improvements to enhance the overall health and stability of the Ads API ecosystem.
Participate in an on-call rotation for high-severity incident management, ensuring rapid response and communication for critical partner issues.
A day in the life
Technical support: Troubleshoot and resolve issues related to API integration, performance, and functionality for external developers.
Problem-solving: Analyze complex technical issues, diagnose root causes, and implement solutions. This can involve analyzing RESTful API calls and debugging technical systems.
Process and documentation: Drive projects to improve support processes, optimize services, and maintain technical documentation.
Collaboration: Work with engineering teams to resolve bugs and advocate for improvements based on partner feedback.
Mentorship: Act as a high-level technical expert to mentor and train other support teams.
Strategic input: Translate partner needs and data into actionable insights and influence product roadmaps.
Basic Qualifications
- Bachelor's degree in computer science, engineering, mathematics or equivalent
- 3+ years of technical support experience
- 3+ years of experience working with REST API based services, or experience in Network protocols like DNS/DHCP/TCP and experience with web-based applications and HTTP.
- 3+ years of knowledge of security technology and concepts (Authentication, Authorization, Single sign-on, Cryptography, etc.)
- 3+ years of experience with API debugging and testing tools (e.g., Postman, cURL, Swagger, or browser developer tools).
Preferred Qualifications
- Experience supporting a high-volume, global B2B or e-commerce platform API.
- Knowledge of the digital advertising industry, including concepts related to performance marketing, campaign management, and reporting.
- Experience with cloud computing environments (AWS services such as Lambda, S3, or CloudWatch) and basic database query languages (SQL).
- Proven ability to manage multiple high-priority technical issues simultaneously in a fast-paced environment.
- Experience contributing to or managing a knowledge base, documentation platform, or developer portal.
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Company
- Amazon Information Service (Beijing) Co., Ltd. (Shanghai Branch)
Job ID: A3115506