Support Engineer - German Alexa Information Ads

At the intersection of AI and natural language understanding voiceassistant technology is one of the most exciting industries to work in today. Alexa is Amazons voice AI. Alexa lives in the cloud and is happy to help anywhere theres internet access and a device that can connect to Alexa. Making Alexa part of your day is as simple as asking a question. Alexa can play your favourite song read the latest headlines dim the lights in your living room and more. Basically Alexa wants to make your life easier more meaningful and more fun by helping you voice control your world both at home and on the go.

Help make Alexa smarter by joining our Knowledge International Operations team in Munich Germany. We use our cultural and linguistic knowledge to localize Alexas knowledge base so that Alexa can understand and answer more questions from Alexa customers in all languages.

As a member of the team you will be responsible for translating knowledge content into your language following a variety of processes using our understanding of systems related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages. We think from the customers viewpoint and use our cultural and linguistic expertise to solve questions on how customers might interact with Alexa.

If you are a proactive adaptable and qualitydriven professional who thrives in a collaborative environment we invite you to apply for this Germanspeaking Support Engineer role in our Munich office. This is an excellent opportunity to leverage your technical expertise and language skills to make a direct impact on customer satisfaction and team metrics.

Key job responsibilities

As a native Germanspeaking Support Engineer based out of our Munich office you will be responsible for providing highquality technical support to Alexa Question & Answering (Q&A) internal and external customers. In the role you can expect to :

Follow workflows with strong guidelines to localize and scale Alexas Q&A understanding using internal localization tools and engines

Create relevant and engaging content for customers based in your languages locale

Use your language expertise to perform Quality Assurance testing ensuring that the content you localize is understood correctly and enables Alexa to sound like a local

Work across a set of internal applications and platforms to analyze where Alexa fails to provide an optimal answer

Act as the first line of defence by troubleshooting top semantic frictions / defects using a set of semantic Q&A tools and implement fixes to drive improvements in Alexas performance in your language

Manage trouble tickets to resolution or escalation leveraging existing documentation procedures and tools

Triage complex problems to appropriate teams and track through to resolution

Interface with a variety of business and technical teams to resolve blockers and share language specific defect trends to fix problems at the root

Provide detailed data and communication in tickets documenting your investigation actions and next steps

Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes

Generate service metrics using scripts and / or documentation

Apply your unique skillset to improve team processes and highlight documentation or training needs

Impart your knowledge to team members through peer reviews trainings and / or support sessions

Fluency in German and English with strong written and verbal communication abilities

Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problemsolving techniques

Ability to thrive under pressure and adapt to a fastpaced environment

Ability to keep up with changing project conventions and newly launching projects

Excellent organizational skills and attention to detail

Strong analytical communication and interpersonal skills

Commitment to providing highquality support and exceptional customer service

Proficiency in generating accurate and complete support documentation

Good judgment and decisionmaking skills

Proficient with Microsoft Office products

One or more years of experience as a transcriber or annotator

Quick in adapting to new processes and workflows

Writing / editing experience and familiarity with content production processes

Experience / Familiarity with ontologies and / or knowledge representations

Experience / Familiarity in SQL

Experience in a technical support or similar role

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 to know more about how we collect use and transfer the personal data of our candidates.

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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 for more information. If the country / region youre applying in isnt listed please contact your Recruiting Partner.

Key Skills

Computer Science,SQL,Active Directory,Customer Service,Incident Management,Access Points,OS,Asset Management,Linux,VPN,User Accounts,Desktop,Backup,Technical Support,Application Support

Employment Type : Full-Time

Experience : years

Vacancy : 1

Information Engineer • Munich, Bavaria, Germany