Software Support Engineer, Device Support Engineering
Description For Software Support Engineer, Device Support Engineering
Amazon's Device Support Engineering (DSE) team, part of the Device Services and Security (DS2) organization, is seeking a Software Support Engineer to provide critical support for Amazon Devices Business. This role involves working with cutting-edge products used by customers daily, collaborating with technical and business teams at the forefront of product innovation. The position requires expertise in troubleshooting and debugging customer issues across Amazon's device ecosystem, including Fire TV, Kindle Tablets, E-Readers, and Echo devices. You'll be responsible for first-level engineering support, coordinating workflows, developing automation tools, and working closely with global engineering teams. The ideal candidate will combine technical expertise with strong problem-solving abilities and excellent communication skills. This role offers the opportunity to impact millions of customers while working with some of Amazon's most popular consumer devices. You'll be part of a team that ensures the reliability and performance of Amazon's device ecosystem while driving continuous improvement in customer support experience.
Responsibilities For Software Support Engineer, Device Support Engineering
- Provide first level engineering support for customer reported issues in Fire TV, Kindle Tablets, E-Reader, Echo devices and platform services
- Customer notification and workflow coordination to maintain service level agreements
- Define and validate supportability aspects for Amazon Device product lines
- Support ownership of Device products/components and drive Operational Excellence
- Develop tools and scripts to resolve operational burden
- Read and understand complex application code and suggest fixes
- Work with Global engineering teams for support issues and knowledge base creation
Requirements For Software Support Engineer, Device Support Engineering
- 2+ years of software development or technical support experience
- Experience scripting in languages like Bash, Python, Perl, Ruby
- Experience troubleshooting and debugging technical systems
- Experience working with REST API based services
- Strong communication skills
- Experience in handling high severity incident management calls
Jobs Related To Amazon Software Support Engineer, Device Support Engineering
