Join the Alexa 3P Experiences Quality Monitoring team as a Support Engineer I in Bengaluru. This role is perfect for those passionate about resolving technical challenges and enhancing customer satisfaction through in-depth investigation and debugging.

In this capacity, you will delve into customer-reported issues across Alexa and third-party experiences. Your work will involve analyzing logs to pinpoint root causes and contributing to effective issue resolution processes. You'll collaborate with seasoned engineers and utilize advanced AI monitoring tools to ensure the highest quality standards for Alexa experiences, simultaneously building your expertise in debugging, root cause analysis, and conversational AI systems.

Investigate customer-reported defects within Alexa+ 3P Add-ons and skills by utilizing debugging tools and analyzing service logs. Perform comprehensive log analysis to identify the underlying root causes of technical issues, including routing failures, session crashes, and API errors. Triage incoming tickets from the monitoring pipeline, accurately classifying issues based on their severity and type. Execute predefined debugging playbooks to resolve common issue patterns without requiring external escalation. Validate the outputs generated by AI-powered monitoring tools and promptly flag any inaccuracies for review by senior engineering staff. Document detailed investigation findings and actively contribute to the creation of reusable debugging playbooks. Support CPDR reduction initiatives by thoroughly investigating and categorizing defects across various 3P experiences. Collaborate effectively with Quality Pod members to communicate technical findings and meticulously track the resolution of identified issues. Assist in the onboarding of new monitoring runbooks for AI-powered root cause analysis tools. Identify and escalate complex issues that necessitate deeper, code-level investigation to senior Support Engineers.

A minimum of one year of experience in software development or technical support is required. Proven ability to troubleshoot and debug complex technical systems. Demonstrated experience scripting in modern programming languages.

Preferred qualifications include experience with prompt engineering for large language models (LLMs) or generative AI applications.