Technical Support Specialist
hace 17 horas
This is an exciting opportunity to join our team as a Software Support Engineer in Device Support Engineering, part of the Device Services and Security (DS2) org. We provide support for Amazon Devices Business, offering a range of Support Services to ensure partners and mission-critical services can sustain and accelerate business results.
Key Responsibilities- Provide first-level 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 coordination 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.
- You interact with Customer service teams, Development, and Product teams on initiatives to improve customer experience.
- You 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.
- 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.
- 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.
We estimate the salary for this role to be around $120,000 per year, based on industry standards and market research.
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