Software Support Engineer, Devices Support Engineering team

Global technology company specializing in e-commerce, cloud computing, and consumer electronics.
Backend
Mid-Level Software Engineer
In-Person
5,000+ Employees
2+ years of experience
Consumer · Enterprise SaaS

Description For Software Support Engineer, Devices Support Engineering team

Amazon's Device Support Engineering (DSE) team, part of Device Services and Security (DS2), is seeking a Software Support Engineer to join their dynamic team. This role combines technical expertise with customer support excellence, focusing on Amazon's diverse device ecosystem including Fire TV, Kindle, Echo, and related platform services.

The position offers an opportunity to work with cutting-edge technology and smart technical professionals who are defining the future of consumer devices. You'll be responsible for providing first-level engineering support, troubleshooting complex technical issues, and developing automation tools to enhance customer support efficiency.

As a Support Engineer, you'll interact daily with Customer Service teams and Development teams, working on initiatives to improve customer experience. You'll be involved in high-severity incident management, requiring both technical problem-solving skills and effective communication abilities. The role demands quick learning and the ability to handle multiple overlapping tasks while maintaining service quality.

The ideal candidate will have experience with scripting languages, REST APIs, and system debugging. You'll be part of a team that values proactive problem-solving, adaptability, and operational excellence. This position offers the chance to impact millions of customers while working with Amazon's innovative device portfolio.

Join us to be part of a team that's dedicated to solving complex technical challenges and delivering exceptional customer support in the dynamic field of consumer electronics.

Last updated a minute ago

Responsibilities For Software Support Engineer, Devices Support Engineering team

  • Provide first level engineering support for Fire TV, Kindle Tablets, E-Reader, Echo devices and platform services
  • Customer notification and workflow coordination to maintain service level agreements
  • Define and validate supportability aspects for Amazon Device product lines
  • Support ownership of Device products/components and driving Operational Excellence
  • Develop tools and scripts to resolve operational burden
  • Read and understand complex application code and suggest code fixes
  • Work with Global engineering teams for handling support issues

Requirements For Software Support Engineer, Devices Support Engineering team

Python
Linux
  • 2+ years of software development, or 2+ years of technical support experience
  • Experience scripting in one or more language (e.g. Bash, Python, Perl, Ruby)
  • Experience troubleshooting and debugging technical systems
  • Experience working with REST API based services
  • Strong communication skills and experience in handling high severity incident management calls

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