Support Engineer , Alexa - Amazon : Job Details

Description

The team, within the Alexa-Conv A Modeling&Learning in Amazon, is seeking an experienced Support Engineer to join our dynamic team. In this role, you will play a critical part in enhancing customer experience through triage of defects and analyzing customer feedback, primarily focusing on Large Language Models (LLMs).

The Support Engineer will:

• Build a thorough understanding of system components and behaviors, and mechanisms/methods for addressing improvements

• Identify and escalate system defects, trends, opportunities and to implement improvement to the system

• Collect the appropriate information to satisfy the requirements of each investigation and to create relevant reports and recommendation for solution

• Deliver high quality data output under a tight deadlines covering unique data analysis requests from a range of customers

• Dive deep into ambiguous issues and implement solutions

• Contribute to process improvements to reduce handling time, data output, and faster solution for customers

In addition, the Support Engineer will have strong machine learning background and hands-on-experience with LLM, quickly understand changes in response to customers' requests and adjust workflows accordingly. The Support Engineer must have a passion for data, efficiency, and accuracy as well as:

• Proactive in addressing issues and problems and an ability to work autonomously, with minimal or no direction

• Be comfortable working in a fast paced, highly collaborative, dynamic work environment

• Support several projects at one time, and to accept re-prioritization as necessary

• A history of successfully keeping up with high levels of ambiguity, changing project conventions, and shifting priorities

Basic Qualifications

• 2+ years of software development, or 2+ years of technical support experience

• Bachelor's degree in engineering or equivalent

• Experience troubleshooting and debugging technical systems

Preferred Qualifications

• Experience with AWS, networks and operating systems

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