Support Engineer • Senior

Who you are

You have a strong background in support engineering, with experience in systems availability and performance optimization — you've tackled complex issues and implemented solutions that enhance operational excellence. Your familiarity with AWS technologies allows you to leverage cloud capabilities effectively, ensuring seamless service delivery. You are data-driven and enjoy analyzing metrics to drive improvements in support processes. Your problem-solving skills enable you to troubleshoot and debug effectively, making you a valuable asset to any technical team.

You thrive in collaborative environments and are comfortable working closely with development teams to identify root causes of service-impacting issues — your ability to communicate technical concepts clearly helps bridge the gap between support and engineering. You are proactive in your approach, always looking for ways to automate and streamline operational activities to enhance efficiency. Your passion for technology and innovation drives you to stay updated on the latest advancements in voice-enabled systems.

What you'll do

As a Senior Support Engineer on the Alexa Connections team, you will play a crucial role in ensuring the reliability and performance of Alexa-powered devices. You will act as a subject matter expert, applying your knowledge to monitor systems and optimize performance. Your responsibilities will include troubleshooting incoming tickets, driving projects that improve support-related processes, and collaborating with development teams to implement effective solutions. You will also support software rollouts and build internal tools that enhance operational capabilities.

Your role will involve analyzing data and metrics to identify trends and areas for improvement, allowing you to make informed decisions that positively impact customer experience. You will be instrumental in shaping the future of voice-enabled technologies, contributing to a team that is dedicated to providing exceptional service to millions of users worldwide. You will have the opportunity to work with cutting-edge technologies and be part of a dynamic team that values innovation and excellence.

What we offer

At Amazon, you will be part of a world-class technical team that is committed to pushing the boundaries of voice technology. We offer a collaborative work environment where your contributions are valued and recognized. You will have access to ongoing training and development opportunities to enhance your skills and advance your career. Our team is diverse and inclusive, fostering a culture of respect and support. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective could be the key to our success.