Support Engineer, Amazon
Alexa
Office located in Cambridge, MA
The largest online retailer and technology provider
Job no longer available
The largest online retailer and technology provider
1001+ employees
Job no longer available
Office located in Cambridge, MA
1001+ employees
Company mission
Amazon aims to be Earth’s most customer centric company. Their mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover and buy anything, and empower businesses and content creators to maximise their success.
Role
Who you are
- In addition, the Support Engineer will have strong machine learning background and hands-on-experience with LLM, quickly understand changes in response to customers’ requests and adjust workflows accordingly
- The Support Engineer must have a passion for data, efficiency, and accuracy as well as:
- Proactive in addressing issues and problems and an ability to work autonomously, with minimal or no direction
- Be comfortable working in a fast paced, highly collaborative, dynamic work environment
- Support several projects at one time, and to accept re-prioritization as necessary
- A history of successfully keeping up with high levels of ambiguity, changing project conventions, and shifting priorities
- 2+ years of software development, or 2+ years of technical support experience
- Bachelor's degree in engineering or equivalent
- Experience troubleshooting and debugging technical systems
Desirable
- Experience with AWS, networks and operating systems
What the job involves
- The team, within the Alexa-Conv A Modeling&Learning in Amazon, is seeking an experienced Support Engineer to join our dynamic team
- In this role, you will play a critical part in enhancing customer experience through triage of defects and analyzing customer feedback, primarily focusing on Large Language Models (LLMs)
- Build a thorough understanding of system components and behaviors, and mechanisms/methods for addressing improvements
- Identify and escalate system defects, trends, opportunities and to implement improvement to the system
- Collect the appropriate information to satisfy the requirements of each investigation and to create relevant reports and recommendation for solution
- Deliver high quality data output under a tight deadlines covering unique data analysis requests from a range of customers
- Dive deep into ambiguous issues and implement solutions
- Contribute to process improvements to reduce handling time, data output, and faster solution for customers
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Employees have opportunities to own Amazon stock, participate in 401(k) plans with company match, and enroll in paid life and accident insurance
- Financial counseling and estate planning services are also available, plus paid short-term and long-term disability if needed
- Medical, dental, and vision coverage to all our regular full-time employees, regardless of their level, tenure, or position
- Amazon employees have free access to a network of more than 2 million caregivers, including nannies, babysitters and special-needs caretakers
- Employees receive discounts on certain day care centers, and Amazon provides a variety of free resources for parents of children with autism, ADHD and developmental disabilities
- Adoption assistance for qualified domestic and international adoption expenses including attorney fees, court costs, and travel
- Leave Share program allows employees to give six weeks of paid parental leave to a spouse or partner who isn’t eligible for parental leave from their employer
- Amazon Care's virtual services are available in all 50 states, and in-person care is active in Seattle, Washington, D.C., Arlington, Baltimore, Boston, Dallas, Austin, and Los Angeles, with 20+ more markets coming online in 2022 alone
- 20 weeks of paid leave to birthing mothers and six weeks for parents who adopt
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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