FULLTIME
Software Support Engineer, Devices Support Engineering team, Devices Support Engineering
Amazon Prime Video
Not specified · onsite · Posted 5d ago
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Section · 01
About this role
Description
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.
Key job responsibilities
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
About the team
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.
Basic Qualifications
- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
Preferred Qualifications
- 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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Section · 02
Skills
Section · Company
About Amazon Prime Video
Amazon Prime Video
350
employees
2006
20 years old
Seattle
United States
₹7L PA avg
Avg at Amazon Prime Video
About
Employee ratings
10 reviews
Culture
4.0
Career growth
2.8
Work-life
4.1
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