Support Engineer IV

2 days ago


Dublin, Ireland Amazon Full time

Alexa Shopping Operations strives to become the most reliable source for dataset generation and annotations. We work in collaboration with Shopping feature teams to enhance customer experience (CX) quality across shopping features, devices, and locales. Our primary focus lies in handling annotations for training, measuring, and improving Artificial Intelligence (AI) and Large Language Models (LLMs), enabling Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. By joining us, you will play a pivotal role in shaping the future of the shopping experience for customers worldwide.

Key job responsibilities

1. Become a subject matter expert on one or more services
2. Provide support activities for these services and regularly work with development teams to establish and improve service support
3. Operate with guidance from management and aggressively drive issues to resolution
4. Understand the business logic and architecture of supported services to regularly resolve undocumented trouble tickets
5. Be able to read and understand complex application code and make approved code fixes to resolve support issues
6. Provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities
7. Regularly contribute to the creation and improvement of all support documentation
8. Perform code builds and deployments communicating status regularly before, during, and after each deployment
9. Create and interpret metrics that measure support success and service performance
10. Help develop and refine operational policies and procedures used by teams and internal customers
11. Participate fully and constructively in the planning of team’s work
12. Have the ability to write simple and efficient tools to improve operational efficiency
13. Learn to contribute to design and development of support tools using software engineering best practices
14. Mentor other Support Engineers and are involved with interviewing and onboarding new team members

BASIC QUALIFICATIONS

1. 4+ years of software development, or 4+ years of technical support experience
2. Experience scripting in modern program languages
3. Experience troubleshooting and debugging technical systems
4. Experience in agile/scrum or related collaborative workflow
5. Experience troubleshooting and documenting findings

PREFERRED QUALIFICATIONS

1. Knowledge of distributed applications/enterprise applications
2. Knowledge of UNIX/Linux operating system
3. Experience analyzing and troubleshooting RESTful web API calls

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.

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.

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