Business Intelligence Engineer, AWS Support BI & Analytics id-6591
- Full-Time
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
Are you a passionate Business Intelligence Engineer (BI Engineer) who wants to make a real impact on a big business
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We are looking for seasoned Business Intelligence Engineers to join a BI team in the AWS Support organization. AWS Support, despite the impression that its name ("support") might give you, is not a typical reactive customer service, but an independent AWS business that provides industry-leading offerings way beyond just "break-fix". The business has a self-standing P&L and has even yielded revenue larger than most AWS Services.
Managing an organization that provides support for ever-expanding AWS product portfolio to millions of customers across the globe is not a simple task and leaders in all functions inevitably need reliable data for their day-to-day operations and strategic decision-makings. The BI team is an integrated core part of the AWS Support operations delivering robust and trustworthy infrastructure to the truly data-driven organization.
As BI Engineer, you will work closely with internal stakeholders to define key performance indicators (KPIs) through your deep understanding in support business and operations and implement the KPIs into dashboards/reports that drive the decisions made by senior leadership. The BI Engineers will have opportunities to not just exercise her/his technical skills such as SQL to retrieve data and convert it to simple graphs and tables, but to develop true dashboards that are information-rich and flexible yet intuitive and easy-to-use that help the support leadership quickly discover golden insights to serve AWS customers better
You will let the data answer questions such as "What is high/low quality means at support?", "Is this particular customer happy with their support experience. ", and "How productive is this support agent versus other agents in the network?" The usage of the data that the AWS Support BI team publishes spans to other AWS teams outside of the organization. Support data serves as one of key leading indicators for new customer demands and for problems yet to be discovered.
Such external usage might lead to "next big thing" launched by AWS!
From technology perspectives, you will have opportunities to (and will be asked to) be exposed to the modern agile cloud-based data technologies. The team will be empowered to select the right technology, if necessary, based on customer needs and you will have the full set of AWS services in your toolbox.
Key job responsibilities
- Understand the problem that's loosely defined or structured.
- Provides BI solutions for difficult problems and works on delivering large BI solutions.
- Provides solutions that drive team's business decisions and highlight new opportunities.
- Improves code quality and optimizes BI processes.
- Basic understanding of a scripting language. Knows how to model data and design a data pipeline
Able to apply basic statistical methods (e.g. regression) for difficult business problems.
A day in the life
Design and implement data ingestion pipelines, crawlers, and reporting platforms. Implement data quality checks and alarms
Enable data discovery by cataloging technical and business meta data definitions. Investigate and resolve any data pipeline issues, data quality issues, and performance bottlenecks. Find and ingest data sets that will meet the needs of data consumers.
Perform code reviews of fellow engineers submitting changes .
About the team
The BI and Analytics (BIA) team empowers the business with the ability to make data-driven decisions to improve our customer experience and achieve operational excellence. We accomplish this by curating the data that is required for analysis, maintaining core metric definitions, building models, dashboards, and reports, and enabling self-service analytics.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply
If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it's in our nature to learn and be curious
Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
