Software Support Engineer, Devices Support Engineering
Posted 4 hours 45 minutes ago by Amazon
Software Support Engineer, Devices Support Engineering. 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, including customer ticket troubleshooting and debugging, handling escalations, tooling, and automation to improve the customer support experience and sustain/accelerate business results.
Responsibilities- 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.
- Coordinate customer notifications and workflows, and follow up to maintain service level agreements.
- Define and validate the supportability aspects and metrics for emerging and existing Amazon Device product lines (e.g., FireTV, Tablets, Streaming Devices, eInk, Alexa-enabled devices).
- Own support for one or more Device products or components and drive operational excellence.
- Develop tools and scripts to reduce operational burden for support/dev engineers and frontline customer support teams.
- Read and understand complex application code and suggest code fixes to resolve support issues.
- Collaborate with global engineering teams for handing off or taking over active support issues and create a team-specific knowledge base to continuously improve skills.
- You will interact with Customer service teams, Development and Product teams to improve customer experience.
- 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.
- Understand the business logic and architecture of supported devices to resolve tickets and read/understand complex code to suggest changes.
- Work on support projects that are large in scope and design/develop simple, efficient tools.
- 2+ 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.
- 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 reading/pulling device logs.
- Experience working on enterprise-level large-scale n-tier applications.
- Demonstrated problem-solving and operational-excellence mindset.
- Ability to solve problems at their root and understand broader context.
- Proactive attitude, energy, and initiative in solving problems; follow all avenues to get the job done.
- Adaptability to a variety of tasks and quick learning of new technologies and products.
- Ability to stay composed under stress, communicate effectively with a broad set of stakeholders, and drive tasks to completion.
- Commitment to quality, integrity, and professionalism within the team process.
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