Amazon

Manager - Technical Support (Marketplace Integrations)

3+ months agoSão Paulo, Brazil

DESCRIPTION

Are you someone that can make a huge impact on Amazon's ability to support our business growth? Are you equally comfortable digging in to business and technical issues as drilling into metrics to solve a customer problem? Then this is the position for you.

We are looking for someone to lead our Integration support team, responsible for our integration ecosystem between Marketplace Hubs (Integrators) and Amazon's marketplace in Brazil through our APIS (MWS and SP-APIs). You will manage the technical support of integrators, selling partners and internal teams; resolving trouble tickets, responding to inquiries, and escalating safety, reliability, and performance issues.

Your team will also build KPIS and studies, develop and improve standard operating procedures and execute internal projects to enable your technical support team to continue to effectively scale. In addition, you will have the opportunity to build from scratch a developer community to expand knowledge in BR and enable contributions from all integrators.

It's expected to be a hands-on manager, deep diving into a wide variety of integration cases with the team, finding the root cause and addressing the best solution internally or with our partner Integrators. You will also be required to build strong relationship and interact daily with all Integrators and internal teams and present reports to all areas.

Core responsibilities include:
• Manage support cases of multiple stakeholders (Integrators, Sellers and Amazon's internal teams) on integration and our MWS/SP-APIs
• Constantly interact with focal points in each Integrator to quickly solve issues, escalating when needed
• Have knowledge of the MWS/SP-APIs and the main particularities of our integrations
• Help team analyze integration logs and guide them on their resolution
• Understand customer impacts of issues and effectively communicate to teams and senior leadership.
• Work on critical, highly complex customer problems that may span beyond integration issues
• Build and maintain a developer community
• Own customer communication on important releases and during critical events

BASIC QUALIFICATIONS

• Ability to communicate on both technical and customer level
• Fluency in English
• High customer empathy
• Written and oral communication skills
• Technical savvy and eager to learn by yourself
• Knowledge on programming languages and APIs
• Knowledge on BI/SQL

PREFERRED QUALIFICATIONS

• Track record of managing and troubleshooting technical and integration support
• Understanding of eCommerce and B2B Communication (XML and Webservices)

Job ID: Amazon-1473433