Software Support Engineer Devices Support Engineering team

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 missioncritical 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 responsibilities
This 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 EReader Echo devices and platform services behind these devices.
* Customer notification and workflow coordination and followup 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 frontline customer support teams
* Read and understand complex application code and suggest code fixes to resolve support issues
* Work with Global engineering teams for handingoff or taking over active support issues and to create a team specific knowledge base and continuously improve skill set.



A day in the life
You interact with Customer service teams Development and Product teams on initiatives to improve customer experience

You provide ticketing support for 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 team
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 missioncritical 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

2 years of software development or 2 years of technical support experience
Experience scripting in one or more language (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.

Knowledge of web services distributed systems and web application development
Experience troubleshooting & maintaining hardware & software RAID
* Experience working on enterprise level large scale ntier 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 teams process. You confront problems (even when outside your own domain) propose solutions take ownership through to resolution or ensure a clear handoff. You have a positive cando approach to work.

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