Support Engineer II

Amazon has come a long way since opening on the World Wide Web in July 1995. Today, we operate retail websites in multiple countries across geographies, offering products in many categories (books, media, digital, electronics etc. ) worldwide, and we still like to work hard, have fun and make history! The Amazon. com brand has become synonymous with a superior level of convenience, selection, low prices, and customer service.

The India Machine Learning (IML) team as a part of Amazon India, is looking for a passionate and results-oriented Support Engineer (SE) for managing its tools and services that are used by multiple teams within Amazon. As a SE, you ll be responsible for handling operational excellence tasks for IML team that includes first level respondent to customer tickets, troubleshoot common service issues, write scripts to automate recurring issues and also help team with software upgrades, test and prod deployment. This job requires you to maintain high bar in customer service experience for IML products and services.

Key job responsibilities
Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple features and services
Understand and debug issues occurring in a service when a ticket is cut and updating SOPs in co-ordination with the experience gained from team.
Understand and work on AWS services like Lambda, SNS, S3, EC2, Cloudwatch
Write scripts for automations to fix commonly occurring issues
Prod deployment and sanity
Develop tools to aid operations and maintenance
System and Support status reporting
Customer notification and coordination with service teams to follow-up to maintain service level agreements
Problem-Solving: Approach given problems systematically, identify root causes, and implement effective solutions via OOPS programming concepts.
Customer Service: Use excellent communication and interpersonal skills to interact with customers or end-users, understand their issues, and provide timely and helpful assistance
Use Version Control Systems: like Git for managing scripts and configurations.
Use basic Database Skills to perform SQL queries with Postgres for troubleshooting purposes.

A day in the life
As a Support Engineer to India Machine Learning team (IML), you ll be responsible for handling operational excellence tasks for IML team that includes first level respondence to customer tickets, troubleshoot common service issues, write scripts to automate recurring issues and also help team with software upgrades, test and prod deployment. This job requires you to maintain high bar in customer service experience for IML products and services.

About the team
The India Machine Learning (IML) team as a part of Amazon India, is responsible for building state-of-the-art machine learning tools, frameworks and services that are used by multiple teams WW (Scientists, Data Engineers, SDEs, BIEs) to productionize their ML applications and services, with just few clicks of button while abstracting out the internal complexities to leverage distributed frameworks and AWS services and adherence to Amazon best practices. - 2+ years of software development, or 2+ years of technical support experience
- Bachelors degree in engineering or equivalent
- Experience troubleshooting and debugging technical systems
- Experience in Unix
- Experience scripting in modern program languages
- 2+ years of software development, or 2+ years of technical support experience
- Bachelors degree in engineering or equivalent
- Experience troubleshooting and debugging technical systems
- Experience in Unix
- Experience scripting in modern program languages
- Should be able to code quickly and troubleshoot your own or existing scripts.
- Understanding of Linux OS and hands-on with shell commands
- Hands-on experience with AWS services like S3, Lambda, EC2, Cloudwatch
- Write SQL to query databases like Postgress