Software Support Engineer, Devices Support Engineering

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia Amazon Full time
Software Support Engineer, Devices Support Engineering

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 and work on disparate and overlapping tasks will define your success. Some of the key job functions of the support engineer are:

  1. 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.
  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

You interact with Customer service teams, Development and Product teams on initiatives to improve customer experience:

  1. You provide ticketing support for a set of Devices and own support activities for these devices.
  2. Attend high severity incident calls and drive the call to closure.
  3. You understand the business logic and architecture of your supported devices that enable you to resolve tickets.
  4. You are able to read and understand complex application code and suggest code changes.
  5. You work on support projects that are large in scope.
  6. 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
  1. 4+ years of software development, or 5+ years of technical support experience.
  2. Experience scripting in modern programming languages.
  3. Experience troubleshooting and debugging technical systems.
  4. Experience in agile/scrum or related collaborative workflow.
  5. Experience troubleshooting and documenting findings.
  6. Strong communication skills and experience in handling high severity incident management calls.
PREFERRED QUALIFICATIONS
  1. Knowledge of distributed applications/enterprise applications.
  2. Knowledge of UNIX/Linux operating system.
  3. Experience analyzing and troubleshooting RESTful web API calls.
  4. Experience working on enterprise level large scale n-tier applications.
  5. Demonstrated skill and passion for problem solving and operational excellence.
  6. BIG PICTURE: solve problems at their root, stepping back to understand the broader context.
  7. PROACTIVE: You display energy and initiative in solving problems. You follow all possible avenues to get the job done.
  8. ADAPTABLE: You undertake a variety of tasks willingly. You switch from complex to routine tasks when required. You adapt quickly to new technologies and products. You work effectively with a variety of personalities and work styles.
  9. HANDLING STRESS: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done.
  10. QUALITY: You demonstrate appropriate quality and thoroughness.
  11. INTEGRITY: You act with personal integrity at all times.
  12. PROFESSIONAL: You work within your team's process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

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