Support Engineer II, Alexa 3PEO

Amazon; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Amazon in Bengaluru seeks a Support Engineer II to perform technical root cause analysis for Alexa 3P Experiences Quality Monitoring, diagnosing issues without escalation and building debugging playbooks. You will work with cross-functional teams across Product, Engineering, QA, and Operations to resolve complex technical problems and validate AI-powered monitoring tools.

You will contribute to reducing manual investigation effort and ensure high-quality customer experiences for Alexa+ 3P

Qualifications

• 2+ years of software development or 2+ years of technical support experience.
• Bachelor's degree in engineering or equivalent.
• Experience troubleshooting and debugging technical systems.
• Experience scripting in modern programming languages.

Responsibilities

• Conduct technical root cause analysis of customer-reported defects requiring code-level understanding across Alexa+ 3P Add-ons and skills
• Perform log analysis and cross-locale pattern identification to diagnose issues across multiple endpoints (Display, Headless, Fire TV, Mobile, Metis)
• Resolve technical issues without external escalation by leveraging debugging tools including APD (Alexa+ Debugger) and service logs (LLM trace, Atocha)
• Document recurring patterns and create debugging playbooks that serve as references for both human operators and AI agents
• Partner with QAEs for tooling optimization and with Engineering teams on complex technical issues
• Investigate and triage tickets from the RAB (Report-a-Bug) pipeline, identifying root causes across NER/TLN routing failures, session crashes, and API integration issues
• Validate outputs from AI-powered monitoring tools (First Responder Agent, IntelliOps, TARS) and serve as escalation point when AI agents fail
• Contribute to CPDR reduction initiatives by providing technical insights for fix prioritization
• Support Bug Fixing Agent (BFA) pilot initiatives by evaluating root-cause accuracy and providing domain-specific feedback
• Collaborate with cross-functional teams (Product, Program, Engineering, QA) within Quality Pods to drive issue resolution

Skills

Software development

Technical support

Scripting

Prompt engineering

Education

Bachelor's degree in engineering or equivalent

Tools

AWS

APD

LLM tracing

Service logs

Job description

Description

Are you passionate about building world-class customer experiences through technical investigation and root cause analysis? The Alexa 3P Experiences Quality Monitoring team is looking for a Support Engineer II to join our team in Bengaluru.

In this role, you will serve as a Technical Specialist for Quality Monitoring of Alexa+ 3P Add-ons and skills. You will conduct technical root cause analysis requiring code-level understanding, resolve technical issues without external escalation, and document recurring patterns to create debugging playbooks. You will work at the intersection of AI-powered monitoring tools and human expertise, helping drive measurable improvements in customer experience quality across Alexa+ experiences globally.

Key job responsibilities

• Conduct technical root cause analysis of customer-reported defects requiring code-level understanding across Alexa+ 3P Add-ons and skills
• Perform log analysis and cross-locale pattern identification to diagnose issues across multiple endpoints (Display, Headless, Fire TV, Mobile, Metis)
• Resolve technical issues without external escalation by leveraging debugging tools including APD (Alexa+ Debugger) and service logs (LLM trace, Atocha)
• Document recurring patterns and create debugging playbooks that serve as references for both human operators and AI agents
• Partner with QAEs for tooling optimization and with Engineering teams on complex technical issues
• Investigate and triage tickets from the RAB (Report-a-Bug) pipeline, identifying root causes across NER/TLN routing failures, session crashes, and API integration issues
• Validate outputs from AI-powered monitoring tools (First Responder Agent, IntelliOps, TARS) and serve as escalation point when AI agents fail
• Contribute to CPDR reduction initiatives by providing technical insights for fix prioritization
• Support Bug Fixing Agent (BFA) pilot initiatives by evaluating root-cause accuracy and providing domain-specific feedback
• Collaborate with cross-functional teams (Product, Program, Engineering, QA) within Quality Pods to drive issue resolution

A day in the life

You will start your day reviewing automated monitoring alerts and AI-generated ticket summaries from our GenAI tools. You will deep-dive into escalated tickets that require code-level investigation, analyzing LLM traces and service logs to identify root causes. You will collaborate with Quality Pod members across Product, Engineering, and QA to communicate findings and drive fixes. You will document investigation patterns into reusable playbooks, audit AI agent outputs for accuracy, and contribute to reducing manual investigation effort through process improvements. Your work directly impacts millions of Alexa+ customers by ensuring 3P experiences meet quality standards.

About The Team

The Alexa 3P Experiences Quality Monitoring team tracks post-launch quality for all 3P Add-ons and skills on Alexa+. We operate an automation-first, human-guided model that proactively detects poor customer experiences at scale and drives issue resolution. Our team leverages GenAI solutions including automated ticket summarization and root-cause analysis tools to monitor experiences across multiple locales. We are on a journey from manual operations to AI-enabled human operations at scale.

Basic Qualifications

• 2+ years of software development, or 2+ years of technical support experience
• Bachelor's degree in engineering or equivalent
• Experience troubleshooting and debugging technical systems
• Experience scripting in modern program languages

Preferred Qualifications

• Experience with AWS, networks and operating systems
• Experience with prompt engineering for large language models (LLMs) or generative AI applications.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company

ADCI - BLR 14 SEZ