Technical Support Specialist

hace 17 horas


Madrid, Madrid, España Amazon A tiempo completo
About the Role

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
  1. 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.
  2. Customer notification and workflow coordination and follow-up to maintain service level agreements.
  3. 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.
  4. Support ownership of one or more Device products or components, and driving Operational Excellence.
  5. Developing Tools and scripts to resolve operational burden of support/dev engineers and front-line customer support teams.
  6. Read and understand complex application code and suggest code fixes to resolve support issues.
  7. 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
  1. You interact with Customer service teams, Development, and Product teams on initiatives to improve customer experience.
  2. You provide ticketing support for a set of Devices and own support activities for these devices.
  3. Attend high-severity incident calls and drive the call to closure.
  4. You understand the business logic and architecture of your supported devices that enable you to resolve tickets.
  5. You are able to read and understand complex application code and suggest code changes.
  6. You work on support projects that are large in scope.
  7. You have the ability to design and develop simple, efficient tools.
Requirements
  1. 2+ years of software development, or 2+ years of technical support experience.
  2. Experience scripting in one or more languages (e.g., Bash, Python, Perl, Ruby).
  3. Experience troubleshooting and debugging technical systems.
  4. Experience scripting in modern programming languages.
  5. Experience working with REST API-based services.
  6. 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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