Software Support Engineer, Devices Support Engineering
Description For Software Support Engineer, Devices Support Engineering
Amazon's Device Support Engineering (DSE) team, part of Device Services and Security (DS2), is seeking a Software Support Engineer to provide critical support for Amazon's device business. This role combines technical troubleshooting with customer service excellence, focusing on Amazon's consumer devices like Fire TV, Kindle, and Echo. You'll be responsible for first-level engineering support, debugging complex issues, and developing tools to improve support efficiency. The position requires strong technical skills in scripting and API integration, combined with excellent problem-solving abilities. You'll work closely with global engineering teams, handle high-severity incidents, and drive operational excellence. This is an excellent opportunity for engineers who enjoy working with consumer technology and want to impact millions of customers' daily experiences. The role offers exposure to various Amazon device technologies and the chance to work with cutting-edge products. You'll be part of a team that values proactive problem-solving, adaptability, and maintaining high-quality standards while working under pressure.
Responsibilities For Software Support Engineer, Devices 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 driving 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, Devices 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
