Support Engineer IV, Alexa Connect Kit, Alexa Smart Home, Alexa Connect Kit

The Alexa Connect Kit Team at Amazon is seeking a Support Engineer to help shape the future of Smart Home Devices. This role is crucial in enabling device makers to build smart home appliances through Amazon's managed services platform.

As a Support Engineer, you'll work with IoT Device Makers, driving operational efficiency through developing SLAs, metrics, monitors, procedures, tools, and documentation. You'll be proactive in preventing support issues and participate in design reviews to identify and mitigate risks. The role involves close collaboration with development and QA teams to enhance change management processes.

The position is part of the Alexa Smart Home division, specifically within the Alexa Connect Kit team. This team provides managed services including cloud services, firmware, and devices that enable manufacturers to create smart home appliances. They work with major partners like Toshiba, Sharp, and Hamilton Beach, helping them integrate Alexa and Smart Home features into their products.

The ideal candidate will have strong technical support experience, expertise in scripting languages, and a deep understanding of production architecture. You'll be responsible for delivering tools and services that simplify the process for device makers to manufacture IoT-enabled devices. The role offers a startup-like culture with the stability of an established industry leader, along with opportunities to learn from industry experts and build software that meaningfully impacts people's lives.

Key responsibilities include:

• Supporting IoT Device Makers
• Improving operational efficiency for all services
• Developing and maintaining SLAs, metrics, and monitoring systems
• Conducting design reviews and risk assessment
• Driving production architecture improvements
• Collaborating with development and QA teams
• Building tools and services for IoT device manufacturing