Software Support Engineer, Device Support EngineeringDo you like working on products that are used by customers every day and solve their issues?
Do you like working with very smart technical and business people who are at the forefront of defining and inventing products?
Do you like working on multiple product lines and at the same time analyzing, identifying the common threads and issues that can be leveraged to solve multiple problems?
If so, this could be a job for you.
Device Support Engineering (DSE), part of the Device Services and Security (DS2) org provides support for Amazon Devices Business.
DSE offers a range of Support Services to ensure partners and mission-critical services can sustain and accelerate business results.
The services include customer ticket troubleshooting and debugging, handling escalations, tooling, and automation to improve customer support experience.
Key Job ResponsibilitiesThis job requires you to constantly hit the ground running.
Your ability to learn quickly and work on disparate and overlapping tasks will define your success.
Some of the key job functions of the support engineer are:
Provide first level of engineering support - including extensive troubleshooting and debugging for customer-reported issues in Fire TV, Kindle Tablets, E-Reader, Echo devices, and platform services behind these devices.Customer notification and workflow coordination and follow-up to maintain service level agreements.Defining and validating the supportability aspects and metrics for emerging and existing Amazon Device product lines like FireTV, Tablets, Streaming Devices, eInk, Alexa-enabled devices, etc.Support ownership of one or more Device products or components, and driving Operational Excellence.Developing tools and scripts to resolve operational burden of support/dev engineers and front-line customer support teams.Read and understand complex application code and suggest code fixes to resolve support issues.Work with Global engineering teams for handing-off or taking over active support issues and to create a team-specific knowledge base and continuously improve skill set.A Day in the LifeYou interact with Customer service teams, Development, and Product teams on initiatives to improve customer experience.You provide ticketing support for a set of Devices and own support activities for these devices.Attend high severity incident calls and drive the call to closure.You understand the business logic and architecture of your supported devices that enable you to resolve tickets.You are able to read and understand complex application code and suggest code changes.You work on support projects that are large in scope.You have the ability to design and develop simple, efficient tools.About the TeamDevice Support Engineering (DSE), part of the Device Services and Security (DS2) org provides support for Amazon Devices Business.
DSE offers a range of Support Services to ensure partners and mission-critical services can sustain and accelerate business results.
The services include customer ticket troubleshooting and debugging, handling escalations, tooling, and automation to improve customer support experience.
BASIC QUALIFICATIONS2+ years of software development, or 2+ years of technical support experience.Experience scripting in one or more languages (e.g.
Bash, Python, Perl, Ruby).Experience troubleshooting and debugging technical systems.Experience scripting in modern programming languages.Experience working with REST API based services.Strong communication skills and experience in handling high severity incident management calls.PREFERRED QUALIFICATIONSKnowledge of web services, distributed systems, and web application development.Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging, and familiarity with reading/pulling device logs.Experience working on enterprise-level large-scale n-tier applications.Demonstrated skill and passion for problem solving and operational excellence.BIG PICTURE: solve problems at their root, stepping back to understand the broader context.PROACTIVE: You display energy and initiative in solving problems.
You follow all possible avenues to get the job done.ADAPTABLE: You undertake a variety of tasks willingly.
You switch from complex to routine tasks when required.
You adapt quickly to new technologies and products.
You work effectively with a variety of personalities and work styles.HANDLING STRESS: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done.QUALITY: You demonstrate appropriate quality and thoroughness.INTEGRITY: You act with personal integrity at all times.PROFESSIONAL: You work within your team's process.
You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off.
You have a positive, can-do approach to work.Posted: August 27, 2024 (Updated 16 minutes ago)
Amazon is committed to a diverse and inclusive workplace.
Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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