Engage with cutting-edge products used daily by customers and resolve their issues. Collaborate with brilliant technical and business minds at the forefront of product innovation. This role offers the chance to work across multiple product lines, identifying common challenges and developing solutions. Device Support Engineering (DSE), a part of the Device Services and Security (DS2) organization, provides crucial support for Amazon Devices.

DSE delivers comprehensive support services designed to help partners and essential services sustain and enhance business performance. Our offerings include in-depth troubleshooting and debugging of customer tickets, managing escalations, and developing tools and automation to elevate the customer support experience.

Your success hinges on your rapid learning ability and capacity to manage diverse and overlapping tasks. Key responsibilities include:

- Providing first-level engineering support, encompassing extensive troubleshooting and debugging for issues reported by customers across Fire TV, Kindle Tablets, E-Readers, Echo devices, and their underlying platform services. - Coordinating customer notifications and workflows, ensuring follow-up to meet service level agreements. - Defining and validating supportability aspects and metrics for both new and existing Amazon Device product lines. - Assuming ownership for one or more Device products or components, driving operational excellence. - Developing tools and scripts to alleviate the operational burden on support/development engineers and frontline customer support teams. - Analyzing complex application code to suggest code fixes for support issues. - Collaborating with global engineering teams for issue handoffs and knowledge base development, fostering continuous skill enhancement.

A strong foundation in software development or technical support is essential, with at least four years of relevant experience. Proficiency in scripting using modern programming languages is required, alongside demonstrated experience in troubleshooting and debugging technical systems. Familiarity with agile/scrum methodologies or similar collaborative workflows is expected, as is experience in documenting technical findings.

Preferred qualifications include knowledge of distributed and enterprise applications, expertise in UNIX/Linux operating systems, and experience analyzing and troubleshooting RESTful web API calls. We are committed to an inclusive culture that empowers all Amazonians to deliver exceptional results for our customers.