Software Support Engineer, Devices Support Engineering team

Amazon's Device Support Engineering (DSE) team, part of the Device Services and Security (DS2) organization, is seeking a Software Support Engineer to join their dynamic team. This role offers an exciting opportunity to work on products that directly impact customers' daily lives while collaborating with talented technical and business professionals at the forefront of product innovation.

As a Software Support Engineer, you'll be responsible for providing first-level engineering support for Amazon's diverse device portfolio, including Fire TV, Kindle Tablets, E-Readers, and Echo devices. You'll troubleshoot customer-reported issues, coordinate workflows to meet service level agreements, and drive operational excellence across product lines.

The role requires strong technical abilities, including experience with scripting languages, debugging complex systems, and understanding application code. You'll work closely with global engineering teams to handle support issues, build knowledge bases, and continuously improve support processes. The position offers opportunities to develop tools and automation solutions that enhance the customer support experience.

Key aspects of the role include:

• Handling customer escalations and high-severity incidents
• Developing and maintaining support documentation
• Collaborating with development and product teams
• Contributing to supportability improvements for new and existing products
• Creating and implementing tools to improve operational efficiency

The ideal candidate will have 4+ years of software development experience or 5+ years in technical support, strong problem-solving abilities, and excellent communication skills. Knowledge of distributed applications, UNIX/Linux systems, and RESTful APIs is highly valuable.

This position offers the opportunity to work with cutting-edge technology while making a direct impact on customer experience. You'll be part of a team that values proactive problem-solving, adaptability, and maintaining high quality standards in a fast-paced environment.