.4+ years of software development, or 5+ years of technical support experience- Experience scripting in modern program languages- Experience troubleshooting and debugging technical systems- Experience in agile/scrum or related collaborative workflow- Experience troubleshooting and documenting findings- Strong communication skills and experience in handling high severity incident management calls.Do you like working on products that are used by customers everyday 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 experienceKey job responsibilitiesThis job requires you to constantly hit the ground running. Your ability to learn quickly, 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 co-ordination 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- 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