Amazon Devices is an inventive research and development company that designs and engineers high-profile devices like the Kindle family of products. Amazon Devices began in 2004 as a subsidiary of Amazon.com, Inc. Since then, we have worked to produce best-selling e-readers and tablets, as well as new inventions like Fire TV and Echo. What will you help us create?
Work hard. Have fun. Make history.
The Role
We’re looking for a Senior Supporting Engineer with a thoughtful approach, a level head, industry-leading technical abilities and can-do attitude – an individual that is keen to explore the root cause of the problem and solve it in time, so as to ensure the maximization of customer benefits and the SLA of the service operations. In this role:
· Perform common daily monitoring, maintenance and support tasks to critical service and infrastructure components, e.g. Continuous Integration, Release Build, etc.
· Research, diagnose, troubleshoot and identify solutions to timely resolve tools and system issues in daily operation of the device development lifecycle.
· Utilize existing tools to perform remote administration, configuration based on projects and support tickets. E.g. build or test failures.
· Inspect and provide on various operations and prepare reports to resolve problems.
. Write toolkit with common scripting language(e.g.python/shell) to deliver excellence operations.
· Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
· Coordinate with project teams to deliver in-depth probing to resolve services and tools’ problems.
· Write and review accurate and complete support procedures, system documentation, and issue tracking entries.
· Supervise and ensure effective up-gradation of all software and processes.
· Participate in various campaigns to help employees to generate high quality products.
- 5+ years of software development experience, or 6+ years of senior technical support experience in enterprise-level systems
- Deliver solution independently with limited guidance
- Experience scripting in modern program languages, Python, Shell, Javascript etc.
- Manage organization-wide outages, ensuring accurate documentation and timely resolution.
- Strong troubleshooting and analytical skills with complex technical systems
- Excellent written and verbal communication skills
- Experience working in a fast-paced, cross-region operational environment
- Experience in agile/scrum or related collaborative workflow
- Deconstruct complex problems into simple, straight-forward, and actionable solutions that can be worked in parallel by multiple Support Engineers.
- Own problems where the support strategy may not be defined.- Play a significant role in the growth and development of your team by onboarding, mentoring, and hiring new team members.
- Be partner with the manager to guide the career growth of the team members and may operate as a people leader.
- Be able to lead or participate in organization-wide user groups to exchange support information, procedures, and best practices.
- Be able to scale your technical expertise and lead large initiatives, projects, or programs to build repeatable solutions that require cross functional alignment within the organization.
- Experience with cloud platforms e.g. AWS, Azure
- Experience with automation and DevOps tools
- Knowledge of system architecture and design patterns
- Experience in performance optimization and capacity planning
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
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
