Support Engineering Manager III, Device OS

Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc., originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, Amazon Echo and Amazon Show. The Amazon Devices group delivers delightfully unique Amazon experiences, giving customers instant access to everything, digital or physical.

As a Support Engineering Manager, you will lead a diverse team of Support and Data Engineers in delivering technical support for internal and externally-facing services while driving operational excellence and enhancing customer experiences. You will shape your team?s strategic direction by establishing clear performance metrics and aligning them with organizational goals. Your focus on senior engineer growth will create opportunities for leadership development and foster a culture of continuous improvement. By simplifying processes, optimizing team performance, and effectively communicating across functions, you will ensure high-quality solutions and maintain a psychologically safe environment that encourages innovation and collaboration. Your leadership will also influence cross-functional initiatives and drive impactful discussions to balance proactive and reactive customer support.

Key job responsibilities

Some of the key job functions of the Support Engineering Manager are:

Lead a team in undefined problem areas, engaging stakeholders and defining long-term strategies based on

customer needs.

Manage teams, including ICs and other managers, and recruit top talent.

Establish metrics for progress, operational excellence, and support goals.

Create onboarding plans, delegate responsibilities, and conduct performance evaluations to foster an inclusive team culture.

Monitor and resolve trouble tickets within SLAs, drive the team to perform root cause analysis and providing deployment support.

Drive the team to develop automated frameworks and tools for monitoring business outcomes while nurturing talent in application development.

Collaborate with internal business owners to understand requirements and drive improvements.

Drive initiatives to maximize operational efficiency and optimize processes.

Communicate clearly with leadership, present decisions, and mentor team members to enhance performance.

A day in the life

Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc., originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, Amazon Echo and Amazon Show. The Amazon Devices group delivers delightfully unique Amazon experiences, giving customers instant access to everything, digital or physical.

About the team

Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc., originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, Amazon Echo and Amazon Show. The Amazon Devices group delivers delightfully unique Amazon experiences, giving customers instant access to everything, digital or physical.

Basic Qualifications

BS in Computer Science/Engineering or equivalent industry experience

Robust understanding of support engineering processes

5+ years of experience in managing the larger support organization

12+ years of total experience, including a strong background as an individual contributor in a production support environment

Preferred Qualifications

Experience hiring, mentoring, developing, and managing highly-successful and efficient product support and data engineering teams

Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions

Experience working in Linux environments

Strong desire to build, sense of ownership, urgency, and drive

Understanding of one programming language C++/Java

Knowledge of distributed systems as it pertains to data storage and computing

Experience in administering reporting/analytics platforms

Experience with Devops, AWS, cloud management

Experience with one or more scripting language (e.g., Python, Shell)

Build monitoring

metrics dashboard, and report System health and Support status metrics.

Experience in Troubleshooting the issues related to Production Support, Data and Infrastructure issues.

Work with

remote development (Sunnyvale) teams for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit

https://amazon.jobs/content/en/how-we-hire/accommodations

for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.