Support Engineer,Alexa Job Boston area,Massachusetts USA,IT/Tech

Job | Services LLC

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 recommendations for solutions

Deliver high quality data output under 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 solutions for customers

In addition, the Support Engineer will have a 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
- Experience scripting in modern programming languages
- Experience troubleshooting and debugging technical systems

PREFERRED QUALIFICATIONS

- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information.

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Support Engineer , Alexa