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 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.