• Job Description

  Req#: 2348677
  
  Job Overview:
  
  Diagnosing, investigating & resolving incident tickets in accordance with priority whilst providing consistent and high-quality service, the role of a second line support engineer with us is to provide technical resolution to escalated support tickets, and to support the rest of the team/company with technical queries. Our customers raise queries to our first line agents who provide phone, email and live chat support. Where these queries or issues require a detailed technical investigation, they will be passed to second line engineers who can conduct a thorough review and ultimately resolve or escalate accordingly. A Second Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
  
  Our Expectations:
  The ideal candidate will be high energy, and solution focused with a real customer focus. We are seeking demonstrable logical thinking and analytical skills, with the ability to relate technical issues to customer outcomes and business processes. Willingness to work to high performance targets as well as an inquisitive and improvement based approach to work are critical competencies for this role. Able to deal with pressure and satisfy complex technical issues even in the most challenging of environments, our first line support can prioritise tasks to maximise customer satisfaction. Our team members are expected to maintain a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.
  
  
  About the team
  As a transparent, high trust business we value low ego, get it done type humans, who enjoy working in a collaborative and supportive environment. From grand ideas to hands on implementation, you will be exposed to a huge variety of projects and will bring passion to the task however big or small. We are a friendly, helpful bunch who work very hard but value healthy balance, family, friends and all the good stuff that makes us smile! We also love dogs and have a fair few in our office!
  • Has demonstrable experience in at least one coding language (Ruby or SQL a bonus)
  • Has at least a base knowledge on the fundamentals of software development and APIs
  • Is a keen problem solver, able to quickly understand the issue and use all tools available to hypothesis, diagnose and solve.
  • Has the ability to learn quickly through a variety of formats.
  • Has the ability to embrace change with flexibility.
  • Demonstrates excellent prioritisation and time-management skills and the ability to work independently while using departmental resources, policies and procedures.
  • Business acumen in areas of e-commerce and retail is advantageous
  • Previous experience of working in a Support Desk environment and the use of associated Support Desk software & processes would be an advantage
  
  
  
  Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
  
  Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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