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Support Engineer IV, Alexa Enterprise Support


Job Description :
Job summary
Would you like to work with the latest voice assistant technologies Do you have an interest in helping enterprise customers to address their issues with Alexa Are you familiar with best practices for troubleshooting and have excellent customer service/technical support skills
We are building a team to support enterprise customers by providing support channels and assistance to restore business critical functionality. Since Alexa serves critical functions for enterprises and these businesses operate 24x7, they need around-the-clock support.
If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about Alexa, obsessed about customers, and we believe that world class support is critical to customer success.
Key job responsibilities
. Learn and use groundbreaking technologies, work with large and complex deployments.
. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
. Interact with leading engineers around the world.
. Partner with Amazon teams globally to help reproduce and resolve customer issues.
. Leverage your extensive customer support experience to provide feedback to internal Amazon on how to improve our services.
. Drive customer communication during critical events.
. Drive projects that improve support-related processes and our customers' technical support experience.
. Create how-to videos, and write tutorials and other technical articles for the developer community.
. Work on critical, highly complex customer problems that may span multiple Alexa services.
A day in the life
. First and foremost, this is an enterprise customer support role.
. On a typical day, a Support Engineer will be primarily responsible for solving customer's cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
. Apart from working on a broad spectrum of technical issues, an Alexa Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in hiring new team members, write tools/scripts to help the team, or work with leadership on process improvement and strategic initiatives to ensure better CX and compliance with global Amazon standards, practices and policies.
. Career development: We promote advancement opportunities across the organization to help you meet your career goals.
. Training: We have training programs to help you develop the skills required to be successful in your role.
. As we operate on a follow-the-sun model, with Alexa Enterprise Support sites located globally, working hours and days are based on customer demand and include weekends (fixed schedule).
Basic Qualifications :
Experience scripting in modern program languages
4+ years of development or technical support experience
Experience in Unix
Experience troubleshooting and debugging technical systems
. Bachelor's degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, or a related field
. Experience in scripting or developing in at least one of the following languages: Python, Java, JavaScript
. Excellent verbal and written communication skills Ability to communicate effectively with global customers
Preferred Qualifications :
. Experience in technical support, customer support field, preferably with problem ticketing, incident management and issue escalation
. Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
. Demonstrated effectiveness working across departments to achieve results
. Strong problem-solving skills Ability to analyze problems and dive deep into the details of a system or process to address customer issues
. Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization
. Experience in creating technical documentation
Company
Amazon
Posted
07/08/2022
Location
bangalore, KA, IN