Support Engineer, Device OS

Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon. com, Inc. , originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, Amazon Echo and Amazon Show. The Amazon Devices group delivers delightfully unique Amazon experiences, giving customers instant access to everything, digital or physical.

As a Support Engineer on the Core Device OS team, you will be part of a team that owns critical OS components, pipelines, services, tools, and application development frameworks - working on projects that push the boundaries of customer-device interaction.

This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success. Some of the key job functions of the support engineer are:

- Provide first level of support for handling Jiras, tickets, operational issues from production services
- Provide engineering support of our incoming Jiras, tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
- Work on maintenance driven coding projects, primarily in C++ and Python
- Read and understand complex application code and make code fixes to resolve support issues
- Develop tools and automate manual operational tasks and easy maintenance of our services.
- Build monitoring metrics dashboard, and report System health and Support status metrics.
- Work with remote development (Sunnyvale) teams for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.


Key job responsibilities
Some of the key job functions of the support engineer are:

- Provide first level of support for handling Jiras, tickets, operational issues from production services
- Provide engineering support of our incoming Jiras, tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
- Work on maintenance driven coding projects, primarily in C++ and Python
- Hands-on experience in Unix or any scripting language
- Read and understand complex application code and make code fixes to resolve support issues
- Develop tools and automate manual operational tasks and easy maintenance of our services.
- Build monitoring metrics dashboard, and report System health and Support status metrics.
- Work with remote development (Sunnyvale) teams for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.


A day in the life
Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon. com, Inc. , originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, Amazon Echo and Amazon Show. The Amazon Devices group delivers delightfully unique Amazon experiences, giving customers instant access to everything, digital or physical.

About the team
Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon. com, Inc. , originally creating the best-selling Kindle family of products. Since then, we have produced groundbreaking devices like Fire tablets, Fire TV, Amazon Echo and Amazon Show. The Amazon Devices group delivers delightfully unique Amazon experiences, giving customers instant access to everything, digital or physical. - 4+ years of software development, or 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in Unix
- Experience scripting in modern program languages
- Experience in agile/scrum or related collaborative workflow