Support Engineer II
Support Engineer II
Posted on :
18-04-2025
Employer Active
1 Vacancy
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Job Description
Alexa Shopping Operations strives to become the most reliable source for dataset generation and annotations. We work in collaboration with Shopping feature teams to enhance customer experience (CX) quality across shopping features devices and locales. Our primary focus lies in handling annotations for training measuring and improving Artificial Intelligence (AI) and Large Language Models (LLMs) enabling Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazons LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an endtoend data solution for the LLM lifecycle leveraging technology alongside our operational excellence. By joining us you will play a pivotal role in shaping the future of the shopping experience for customers worldwide.
Key job responsibilities
Become a subject matter expert on one or more services
Provide support activities for these services and regularly work with development teams to establish and improve service support
Operate with guidance from management and drive issues to resolution
Understand the business logic and architecture of supported services to regularly resolve undocumented trouble tickets
Be able to read and understand complex application code and make approved code fixes to resolve support issues
Provide mentoring training documentation and tools to other Support Engineers to enable them to perform support activities
Regularly contribute to the creation and improvement of all support documentation
Perform code builds and deployments communicating status regularly before during and after each deployment
Create and interpret metrics that measure support success and service performance
Help develop and refine operational policies and procedures used by teams and internal customers
Participate fully and constructively in the planning of teams work
Have the ability to write simple and efficient tools to improve operational efficiency
Learn to contribute to design and development of support tools using software engineering best practices
Mentor other Support Engineers and are involved with interviewing and onboarding new team members
3 years of technical support experience
Bachelors degree in computer science engineering analytics mathematics statistics IT or equivalent
Knowledge of about AWS integration and usage
Bachelors degree in computer science or equivalent
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Key job responsibilities
Become a subject matter expert on one or more services
Provide support activities for these services and regularly work with development teams to establish and improve service support
Operate with guidance from management and drive issues to resolution
Understand the business logic and architecture of supported services to regularly resolve undocumented trouble tickets
Be able to read and understand complex application code and make approved code fixes to resolve support issues
Provide mentoring training documentation and tools to other Support Engineers to enable them to perform support activities
Regularly contribute to the creation and improvement of all support documentation
Perform code builds and deployments communicating status regularly before during and after each deployment
Create and interpret metrics that measure support success and service performance
Help develop and refine operational policies and procedures used by teams and internal customers
Participate fully and constructively in the planning of teams work
Have the ability to write simple and efficient tools to improve operational efficiency
Learn to contribute to design and development of support tools using software engineering best practices
Mentor other Support Engineers and are involved with interviewing and onboarding new team members
3 years of technical support experience
Bachelors degree in computer science engineering analytics mathematics statistics IT or equivalent
Knowledge of about AWS integration and usage
Bachelors degree in computer science or equivalent
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Employment Type
Full-Time
Key Skills
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