Support Engineer, Amazon

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

Desirable

• 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