Support Engineer, Alexa Enterprise Support

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

DESCRIPTION :

Do you want to help build the world's greatest Enterprise Support team? The Alexa Enterprise Support team is seeking a passionate engineer, who will be responsible for supporting developer coding and implementation issues. You will also advocate within Amazon for Alexa partners. In this role, you will be a part of a team of exceptionally driven, customer-obsessed experts who strive to provide world-class support to Alexa enterprise partners.

Key job responsibilities

As an experienced Support Engineer, you will work directly with managed and enterprise partners to troubleshoot and resolve issues. You will be interacting with both external partners and internal teams via a number of communication channels to drive solutions that meet developer needs.

Your key responsibilities :

You will be working with external partners to understand Alexa skill development and independently delivering solutions to a variety of technical issues in the process of publishing skills.

As part of the escalations process, you will be responsible for handling high-severity cases, proposing timely resolutions for enterprise partners.

You will partner with enterprise support colleagues and serve as a high level technical expert in support topics, while helping train and provide mentoring of other teams.

You will drive projects to improve technical support-related services, optimize processes, and develop support materials for developers.

Reviewing and maintaining technical documentation.

A day in the life

Your time will be split into resolving technical queries via ticketing system and scheduled calls with internal business partners. You will also engage with enterprise partners by handling critical conference calls, when needed. You will interact with a team located across the United States, United Kingdom and Japan with a variety of business and technical backgrounds.

About the team

Alexa Enterprise Support is a global 24x7 operations team, with 3 operating regions around the world. You will be part of the team that focuses on supporting and engaging multiple countries partners. The team is split into a business and technical side and speaks many of the supported Alexa languages. You will be the voice of our partners and will have a direct and daily impact on the partner experience.

BASIC QUALIFICATIONS :

• 3+ years of software development, or 3+ years of technical support experience
• Able to troubleshoot, debugging complex technical systems and understand the architecture
• Experience with programming / scripting such as Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and / or PHP
• Fluent in oral and written English
• Candidates work schedule may include non-traditional days off , including weekends and public holidays based on need.

PREFERRED QUALIFICATIONS :

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