Amazon
From Amazon's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
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.
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
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.
4+ years of software development, or 4+ years of technical support experience
Experience in agile/scrum or related collaborative workflow
Knowledge of distributed applications/enterprise applications
Knowledge of UNIX/Linux operating system
Experience analyzing and troubleshooting RESTful web API calls
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Scores your resume against this job the way resume scanners do: the job's hard and soft skills, searchability, recruiter tips and formatting.
Create a free account to see your score. Your resume stays in this browser until then, and we never store it.
Already a member? Sign in
