Support Engineer, Alexa

Evi Technologies Limited; Cambridge; On-site; GBP 40,000 - 60,000; Full time

Job summary

A technology firm in Cambridge is seeking an experienced Support Engineer to enhance customer experience through defect triage and feedback analysis focused on Large Language Models. The ideal candidate will have a technical support background and a passion for data efficiency. Responsibilities include managing complex projects and implementing data-driven solutions. A Bachelor's degree and ML experience are preferred.

Qualifications

• Experience in technical support or project/program management.
• Cross functional research and data collection experience.

Responsibilities

• Own and drive complex projects from ideation to delivery.
• Identify and escalate system defects and implement improvements.
• Create relevant reports and recommendations.

Skills

Technical support experience

Troubleshooting and debugging technical systems

Machine Learning background

Data analysis

Ability to document and communicate findings

Education

Bachelor's degree in engineering or linguistics

Tools

Modern programming languages

Job description

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The team, within Alexa-Conv A Modeling&Learning, is seeking an experienced Support Engineer to join our dynamic team. In this role, you will play a critical part in enhancing customer experience through defect triage and customer feedback analysis, primarily focusing on Large Language Models (LLMs).

The Support Engineer will:

- Own and drive complex projects from ideation to delivery, partnering with stakeholders to implement data-driven solutions that meet business objectives.

- Identify and escalate system defects, trends, opportunities and to implement improvement to the system.

- Collect appropriate information to satisfy investigation requirements, creating relevant reports and recommendations for solutions.

- Develop and maintain comprehensive documentation and resources for team processes, best practices, and technical solutions to enable effective knowledge sharing and team growth.

- Dive deep into ambiguous issues and implement effective solutions.

- Contribute to process improvements to reduce handling time, data output, and faster solution for customers.


In addition, the ideal Support Engineer will have a Machine Learning (ML) background and hands-on experience with Large Language Models (LLMs). They should be able to quickly understand changes in response to customers' requests and adjust workflows accordingly.

The Support Engineer must have a passion for data, efficiency, and accuracy, as well as:
- Be proactive in addressing issues and problems, with the ability to work autonomously with minimal direction or no direction.

- Be comfortable working in a fast-paced, highly collaborative, dynamic work environment.

- Support several projects at one time, and to accept re-prioritization as necessary.

- A history of successfully keeping up with high levels of ambiguity, changing project conventions, and shifting priorities.

- Be comfortable wearing headphones throughout the day for critical and nuanced audio analysis and triage work.

BASIC QUALIFICATIONS

- Technical support experience or project/program management experience.
- Experience troubleshooting and debugging technical systems.
- Bachelor's degree in engineering or linguistics or relevant field.
- Experience in cross functional research and data collection, and ability to clearly document and communicate findings.

PREFERRED QUALIFICATIONS

- ML background with a focus on LLMs.
- Experience scripting in modern program languages.
- Demonstrated ability to integrate AI solutions into daily workflows and processes.