Description

The Compliance Shared Services (CoSS) organization's mission is to build shared services for managing regulations. The SPIDER (Streamlining Planning, Deployment and Post-Release) team within CoSS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners. We are seeking System Development Engineers with experience in software/system engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service support-related processes and technical support experiences. A successful candidate will be an experienced technical team member who is willing to take on challenging responsibilities, has a metrics-focused approach, demonstrates customer focus, and has the ability to lead in multi-functional and fast-paced environments. If you fit the profile, we would love to talk to you.

Responsibilities include working with a team of support engineers, enhancing process and service improvements, monitoring and improving day-to-day operational efficiency, and being self-motivated. The role also involves driving smaller-scope development projects and building custom tools.

Key job responsibilities

Technical Support and Problem Resolution
o Diagnose and resolve complex production software issues across multiple products and services
o Perform comprehensive troubleshooting and root cause analysis for technical challenges
o Provide timely and effective support through ticket management and customer communication

Software Development and Maintenance
o Develop and implement operational tools and automation solutions using Ruby, Rails, Java, Python, and shell scripting
o Maintain and configure software systems in staging and production environments
o Implement fixes and enhancements for internally developed software applications

System Operations and Monitoring
o Design and implement monitoring solutions to ensure system reliability and performance
o Manage software deployments and support infrastructure in AWS and web technology environments
o Create and maintain system and support status reports

Team Collaboration and Knowledge Management
o Coordinate support issue handoffs within the team
o Develop and contribute to a comprehensive team knowledge base
o Collaborate with cross-functional teams to improve operational excellence

Product and Service Ownership
o Take ownership of digital products or system components
o Ensure adherence to service level agreements (SLAs) o Coordinate customer notifications and workflow management

Basic qualifications

- Bachelor's degree in Computer Science or related area
- Experience programming with at least one modern language such as Python, Ruby, Golang, Java, C++, C# or Rust
- Experience with distributed systems at scale
- Experience in automating, deploying, and supporting large-scale infrastructure
- Experience with Linux/Unix
- Experience with CI/CD pipelines build processes

Preferred qualifications

- Master's degree in Computer Science or related area
- Experience with PowerShell (preferred), Python, Ruby, or Java
- Experience working in an Agile environment using the Scrum methodology

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