Support Engineer, Advanced Engineering Support

Amazon; Cambridge; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology firm is seeking a Support Engineer to provide end-to-end technical support for Ring products. The role includes troubleshooting technical issues, collecting and analyzing device data, and supporting beta testing of new products. Ideal candidates will have experience with home security technology and data analysis tools. This position is located in Cambridge, UK.

Qualifications

• Experience troubleshooting and debugging technical systems.
• Experience working with DIY home security or smart lighting products.

Responsibilities

• Investigate and troubleshoot technical issues.
• Collect and analyze device data using analysis tools.
• Support Beta testing of new products.

Skills

Troubleshooting technical systems

Data analysis

Experience with home security products

Tools

Tableau

Quicksight

Splunk

Job description

Overview

The Ring Alarm, Smart Lighting and Camera product families provide reliable and configurable security solutions for our customers. As a Support Engineer in the Advanced Engineering Support team, your focus is the end-to-end technical support of all Ring products.

You will provide triage and trouble-shooting support for issues in the field, testing and review of beta products, field data analysis, and general exploratory testing at a system level. You will work directly with engineering teams, program management and customer service leaders, providing comprehensive product support across each of the product families.

Responsibilities

• Investigate and troubleshoot technical issues and work with development teams to determine root cause and prioritize resolution.
• Collect and analyze device data using tools such as Tableau, Quicksight and Splunk.
• Support Beta testing of new products and features.
• Keep up-to-date with new Ring Products and features and perform exploratory system testing to uncover issues.
• Keep team members informed of critical issues and escalate concerns promptly and appropriately with limited guidance from your manager or team members.

About the team

The Advanced Engineering Support Team works to verify and ensure the quality, reliability, and usability of the family of Ring products.

BASIC QUALIFICATIONS

• Experience troubleshooting and debugging technical systems, or experience in technical support
• Experience working with DIY or other types of home security, home automation, smart lighting or camera-based products.

PREFERRED QUALIFICATIONS

• Experience in development or technical support
• Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs
• Experience with data analysis tools such as Splunk, Tableau or Quicksight.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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