Support Engineer - French, Alexa Information & Ads

TN United Kingdom; Cambridge; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative company at the forefront of AI and natural language understanding is seeking a French-speaking Support Engineer in Cambridge. This role offers the chance to leverage your linguistic skills and technical expertise to enhance customer satisfaction and improve Alexa's performance. You'll be responsible for localizing content, troubleshooting issues, and collaborating with diverse teams to ensure high-quality support. If you're adaptable, detail-oriented, and thrive in a fast-paced environment, this position is an exciting opportunity to make a significant impact in a rapidly evolving industry.

Qualifications

• Proficiency in supporting documentation creation.
• Strong communication skills in both French and English.

Responsibilities

• Provide high-quality technical support to Alexa Q&A customers.
• Analyze Alexa's performance to identify and resolve issues.

Skills

Fluency in French

Fluency in English

Analytical skills

Problem-solving

Communication skills

Organizational skills

Education

Experience in technical support roles

Experience as a transcriber or annotator

Tools

Microsoft Office

SQL

Job description

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Client:

Evi Technologies Limited

Location:

Cambridge, United Kingdom

Job Category:

-

EU work permit required:

Yes

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Job Reference:

e0d8ec91f74e

Job Views:

7

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries today. Alexa, Amazon’s voice AI, operates in the cloud and helps users by answering questions, playing music, reading headlines, controlling smart home devices, and more. Alexa aims to make life easier, more meaningful, and more fun by voice controlling your environment both at home and on the go.

We leverage our cultural and linguistic knowledge to localize Alexa’s knowledge base, enabling it to understand and respond in multiple languages. Join our Information Data Operations team in Cambridge or London, UK, to help make Alexa smarter. Your role involves translating knowledge content into your language, following process guidelines, identifying knowledge gaps, and sharing insights to improve scalability across languages. Using your cultural and linguistic expertise, you will address how customers interact with Alexa in your language.

If you are proactive, adaptable, quality-driven, and thrive in collaboration, we invite you to apply for the French-speaking Support Engineer role based in Cambridge. This position offers an excellent opportunity to use your technical and language skills to impact customer satisfaction and team performance.

Key job responsibilities

• Provide high-quality technical support to Alexa Question & Answering (Q&A) customers, both internal and external.
• Follow workflows and guidelines to localize and scale Alexa's Q&A understanding using internal tools.
• Create relevant content for customers in your language’s locale.
• Perform Quality Assurance testing to ensure localized content is accurate and natural-sounding.
• Analyze Alexa’s performance across applications to identify and resolve issues.
• Troubleshoot semantic frictions/defects and implement fixes to improve Alexa’s responses.
• Manage trouble tickets from resolution to escalation, documenting actions thoroughly.
• Collaborate with technical and business teams to resolve blockers and identify defect trends.
• Provide detailed communication and data in support tickets, tracking investigations and next steps.
• Adhere to SLA thresholds while maintaining high quality standards.
• Generate service metrics and contribute to process improvements.
• Share knowledge through peer reviews, training, and support sessions.

BASIC QUALIFICATIONS

• Fluency in French and English, with strong communication skills.
• Ability to think holistically and solve problems effectively.
• Adaptability to fast-paced environments and changing projects.
• Excellent organizational skills and attention to detail.
• Strong analytical, interpersonal, and communication skills.
• Commitment to high-quality support and customer service.
• Proficiency in supporting documentation creation.
• Good judgment and decision-making skills.
• Proficiency with Microsoft Office products.

PREFERRED QUALIFICATIONS

• Experience as a transcriber or annotator.
• Ability to quickly adapt to new processes and workflows.
• Writing/editing experience and familiarity with content production.
• Experience with ontologies and knowledge representations.
• Familiarity with SQL.
• Experience in technical support roles.