Support Engineer

2 months ago

Bengaluru, India ADCI - BLR 14 SEZ Full time
Do you have a passion for Automotive?
Do you want to challenge the status quo of the in-car experience?
Do you want to take on very ambiguous problems?

If you answered yes to these questions, we have a dream job for you.

As a support engineer, you understand the business impact of support decisions. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation. You think proactively and work to prevent support issues before they are realized. You participate in design reviews to identify and mitigate support risks. You work closely with development, TPM, PI and QA teams to improve the change management life-cycle. You have a deep understanding of production architecture and are familiar with operating system best practices. You identify and drive small production architecture changes.

Key job responsibilities
At Amazon, we hire the best minds in technology to innovate and build on behalf of our customers. The challenges SE's solve for at Amazon are big and influence millions of customers, sellers, and products around the world.

- Propose improvements to our existing processes in order to improve the team’s speed, quality and efficiency.
- Be responsible for delivering tools and services to simplify the process for our partners. You will design and own solutions to simplify internal team processes, launch readiness operations, and productions launches.
- An ideal teammate is passionate about Alexa and has a track record of success in delivering new features and products. A commitment to teamwork, knowledge of complex systems, strong CS fundamentals, experience developing new systems and improving operational efficiency, and strong communication skills (to both business and technical partners) are absolute requirements.

A day in the life
This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success. Some of the key job functions of the support engineer are:

- Provide first level of support for handling Jiras, tickets, operational issues from production services
- Provide engineering support of our incoming Jiras, tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
- Work on maintenance driven coding projects, primarily in Python
- Read and understand scripts and make code fixes to resolve issues
- Develop tools and automate manual operational tasks and easy maintenance of our services.
- Build monitoring metrics dashboard, and report system health and support status metrics.
- Work with remote teams for handing-off or taking over active support issues and to create a team specific knowledge base and skill set

About the team
We are passionate about Automotive features and products, customer experience, digital and voice enhancements, and most importantly eager to resolve very ambiguous problems on behalf of customers

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND

BASIC QUALIFICATIONS

- Experience in technical support

PREFERRED QUALIFICATIONS

- Knowledge of networking protocols such as HTTP, DNS and TCP/IP

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