Support Engineer - German, Alexa Information & Ads

DESCRIPTION

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon's voice AI, living in the cloud and helping users with a variety of tasks. Join our Knowledge International Operations team in Munich, Germany, and help make Alexa smarter by localizing knowledge content.

As a member of the team, you will be responsible for translating knowledge content into your language, correcting knowledge gaps, and using your cultural expertise to enhance customer interactions with Alexa.

If you are a proactive, adaptable, and quality-driven professional, we invite you to apply for this German-speaking Support Engineer role in our Munich office. This is an excellent opportunity to leverage your technical expertise and language skills to impact customer satisfaction.

Key job responsibilities

As a native German-speaking Support Engineer, you will be responsible for providing high-quality technical support to Alexa Q&A customers. Responsibilities include:

1. Following workflows to localize and scale Alexa's Q&A understanding.
2. Creating relevant content for customers based on locale.
3. Performing Quality Assurance testing to ensure localized content is understood correctly.
4. Analyzing performance issues across internal applications.
5. Troubleshooting semantic frictions using Q&A tools.
6. Managing trouble tickets to resolution or escalation.
7. Working with various teams to resolve blockers and share defect trends.
8. Documenting investigation actions and next steps in tickets.
9. Adhering to SLA thresholds for defects and stakeholder requests.
10. Generating service metrics using scripts and documentation.
11. Improving team processes and highlighting training needs.
12. Imparting knowledge to team members through reviews and support sessions.

BASIC QUALIFICATIONS

• Fluency in German and English, with strong communication abilities.
• Demonstrable problem-solving skills.
• Ability to thrive under pressure in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Strong analytical and interpersonal skills.
• Commitment to high-quality support and customer service.
• Proficiency in Microsoft Office products.

PREFERRED QUALIFICATIONS

• One or more years of experience as a transcriber or annotator.
• Writing/editing experience and familiarity with content production.
• Experience in SQL and technical support roles.

Amazon is an equal opportunities employer, valuing diversity in our workforce. We prioritize protecting your privacy and data security. Please consult our Privacy Notice for more information.