Support Engineer, Amazon Leo

About the role

The Support Engineer will provide operational support, administration, and continuous improvement of enterprise productivity platforms — including Atlassian (Jira, Confluence, Jira Service Management), Jama Requirements Management, TestRail Test Management, and SmartsheetGov — deployed across a mix of on-premise, AWS cloud-hosted, and SaaS environments. They will contribute to platform reliability and user satisfaction while partnering with development and business teams to deliver high-quality solutions within established frameworks.

Responsibilities

• Support the operational administration and reliability of enterprise productivity platforms across on-premise, AWS cloud-hosted, and SaaS environments
• Troubleshoot and resolve difficult technical issues across productivity engineering applications
• Cook up with vendors on platform issues, upgrades, and support cases under guidance of senior engineers or managers
• Contribute to the design and implementation of automation, integrations, and process improvements to enhance platform performance and user experience
• Contribute to established SLA/SLO monitoring processes, tracking performance against defined targets across supported platforms
• Manage platform configurations, plugin/add-on lifecycle tasks, and access controls within defined procedures
• Partner with IT Application Development Engineers and System Development Engineers to support alignment between support activities and development roadmaps
• Engage with functional analysts and technical teams to understand platform requirements and contribute to operational improvements
• Participate in team-level knowledge sharing and assist with the adoption of best practices within the platform teams
• Assist in onboarding and mentoring junior engineers, sharing technical knowledge and contributing to team capability development
• Participate in post-incident reviews and contribute to corrective action plans
• Develop and maintain runbooks, knowledge base articles, and operational documentation
• Participate in on-call rotations and support incident response efforts
• Contribute to capacity planning, change management, and release processes
• Support daily automated reconciliation and access permission audits

Qualifications

• Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
• 2+ years of experience in application support, systems engineering, or technical operations
• Hands-on experience administering enterprise productivity or collaboration platforms (e.g., Atlassian Jira, Confluence, JSM), including scripting and automation (Python, Groovy, Bash, or similar)
• Familiarity with data handling requirements in regulated environments (e.g., export-controlled data)

Preferred Qualifications

• Experience with automation and integration tools for enterprise platforms (e.g., ScriptRunner for Atlassian), including scripting in Python, Groovy, or Bash
• Experience supporting controlled data environments (EAR, ITAR, CUI) on cloud platforms (AWS preferred, including GovCloud)
• Familiarity with vendor coordination and contributing to platform upgrade planning
• Experience participating in on-call rotations or incident response workflows
• Exposure to access control audits, reconciliation processes, and operational documentation practices