Support Engineer III, Device OS, Device OS

Amazon - Arlington, VA

Full-time

Arlington, VA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Amazon Device OS team is seeking Support Engineers to manage defect triaging for Amazon's devices. This role involves becoming a subject matter expert on specific services, driving issue resolution, and collaborating with development teams to enhance service support. The position requires a strong understanding of business logic and application code, enabling the resolution of complex support issues and the creation of effective support documentation.

Responsibilities

• Deep dive on defects/automation failures to find the root cause.
• Analyze logs and reproduce issues for better understanding.
• Act as a subject matter expert on the services owned with limited guidance.
• Resolve undocumented trouble tickets by understanding business logic and architecture.
• Make approved code fixes to resolve support issues.
• Interface with other teams to resolve defects and show strong ownership of issues.
• Utilize monitoring dashboards to determine service issues.
• Perform code builds and deployments, communicating status regularly.
• Audit the work of Support Engineer Is and peers to identify gaps.
• Modify existing scripts and create new tools/scripts to reduce manual efforts.
• Help develop and refine operational policies and procedures for the team.
• Write simple and efficient tools to improve operational efficiency.
• Evaluate training needs for the team and work with stakeholders to improve documentation and tools.
• Communicate clearly and effectively with stakeholders.

Requirements

• 2+ years of software development or technical support experience.
• Experience scripting in modern programming languages.
• Experience troubleshooting and debugging technical systems.

Nice-to-haves

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