Software Support Engineer, Device Support Engineering

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 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 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
- 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 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 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

- 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 working with device technologies under development familiarity with flashing firmware basic device debugging and familiarity with reading/pulling device logs
- Experience designing and building large-scale systems in a multi-tiered distributed environment (Service Oriented Architecture)
- Experience that includes strong analytical skills attention to detail and effective communication abilities or experience in managing and troublshooting network and experience working with customers with a passion for delivering exceptional service
- Experience in root cause analysis and error correction identifying changes to procedures and systems to implement long-term fixes and avoid repeating issues
- Experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround or experience handling confidential information and maintaining professionalism in dealing with senior executives
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround
- Experience with quality and metrics processes

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