Support Engineer , Alexa

Amazon; Boston (MA); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking an experienced Support Engineer to enhance customer experience through effective defect triage and feedback analysis, focusing on Large Language Models (LLMs). This role requires a proactive individual with a strong background in software development and technical support. You will dive deep into complex issues, deliver high-quality data outputs, and contribute to process improvements in a fast-paced, collaborative environment. If you are passionate about data, efficiency, and accuracy, this opportunity is perfect for you to make a significant impact.

Qualifications

• 2+ years of experience in software development or technical support.
• Strong troubleshooting and debugging skills with technical systems.

Responsibilities

• Enhance customer experience through defect triage and feedback analysis.
• Deliver high-quality data output under tight deadlines.

Skills

Software Development

Technical Support

Scripting in Modern Programming Languages

Troubleshooting and Debugging

Proactive Problem Solving

Tools

REST

XML

JSON

Job description

Job ID: 2944372 | Amazon.com Services LLC

The team, within the Alexa-Conv A Modeling&Learning in Amazon, 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 triage of defects and analyzing customer feedback, primarily focusing on Large Language Models (LLMs).

The Support Engineer will:

1. Build a thorough understanding of system components and behaviors, and mechanisms/methods for addressing improvements
2. Identify and escalate system defects, trends, opportunities and to implement improvement to the system
3. Collect the appropriate information to satisfy the requirements of each investigation and to create relevant reports and recommendations for solutions
4. Deliver high quality data output under tight deadlines covering unique data analysis requests from a range of customers
5. Dive deep into ambiguous issues and implement solutions
6. Contribute to process improvements to reduce handling time, data output, and faster solutions for customers

In addition, the Support Engineer will have a strong machine learning background and hands-on experience with LLM, 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:

1. Proactive in addressing issues and problems and an ability to work autonomously, with minimal or no direction
2. Be comfortable working in a fast-paced, highly collaborative, dynamic work environment
3. Support several projects at one time, and to accept re-prioritization as necessary
4. A history of successfully keeping up with high levels of ambiguity, changing project conventions, and shifting priorities

BASIC QUALIFICATIONS

- 2+ years of software development, or 2+ years of technical support experience
- Experience scripting in modern programming languages
- Experience troubleshooting and debugging technical systems

PREFERRED QUALIFICATIONS

- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON

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