Amazon · 10 hours ago
Search Support Specialist, Search Support
United States
Full-time
Remote
Mid Level
$114K/yr - $198K/yr
3+ years expAmazon is a leading global technology company, and they are seeking a Search Support Specialist. This role involves providing first-level support for search-related issues, driving business value through technical advisory, and collaborating with various teams to resolve complex problems.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Identify Search service changes and make independent decisions based on available information
Independently resolve issues and high severity escalations using Support tooling while serving as TPM for Support tool development and maintenance
Continuously identify areas for improvement of self-service by evaluating ticket metrics and logs. Drive projects to implement those improvements
Collaborate with Technical Program Managers and development team members to troubleshoot complex features
Coordinate root cause analysis and defect resolution with the team, key stakeholders and follow through on resolutions to ensure they're delivered
Identify search service changes and make independent decisions based on the available information
Follow standard operational procedures (SOPs) to resolve emergent issues and escalate to internal search teams. Ensure all issues are properly documented and closed
Drive and document effective ML/GenAI solutions for customer requests, transforming research objectives into clear, actionable data collection requirements
Build a strong foundation of knowledge around Amazon Search and create knowledge-based articles and SOPs
Qualification
Required
Experience working with customers with a passion for delivering exceptional service, or experience in technical support and experience that includes strong analytical skills, attention to detail, and effective communication abilities
Bachelor's degree or above in Information Management, Informatics, Information Technology, Computer Science, Computer Engineering, or other related discipline
Experience in a 24x7 operational services or support environment
3+ years of technical troubleshooting or similar experience
Proficiency understanding complex technical concepts
Excellent communication, organizational and analytical skills, especially for problem solving under pressure
Excellent written and oral English language skills
Preferred
3+ years of working directly with engineering teams experience
Experience working with GenAI tools such as Amazon Q or similar
Ability to quickly learn technical concepts with a sense of urgency and prioritization
Project management expertise
Familiarity with modern Foundation Models
Benefits
Equity
Sign-on payments
Full range of medical, financial, and/or other benefits
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
TechRadar.com
2026-01-16
2026-01-16
Chicago Sun-Times - Business
2026-01-16
Company data provided by crunchbase