🚀 Support Engineer, Alexa Enterprise Support

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 include:

• Working directly with managed and enterprise partners to troubleshoot and resolve issues.
• Interacting with both external partners and internal teams via a number of communication channels to drive solutions that meet developer needs.
• Understanding Alexa skill development and independently delivering solutions to a variety of technical issues in the process of publishing skills.
• Handling high-severity cases, proposing timely resolutions for enterprise partners as part of the escalations process.
• Partnering with enterprise support colleagues and serving as a high-level technical expert in support topics, while helping train and provide mentoring of other teams.
• Driving 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 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.

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.

Basic Qualifications

The ideal candidate will have:

• 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

Preferred qualifications include:

• Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.