Support Engineer , Alexa

The team, within Alexa-Conv A Modeling&Learning, 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 defect triage and customer feedback analysis, primarily focusing on Large Language Models (LLMs).

The Support Engineer will:

* Own and drive complex projects from ideation to delivery, partnering with stakeholders to implement data-driven solutions that meet business objectives.
* Identify and escalate system defects, trends, opportunities and to implement improvement to the system.
* Collect appropriate information to satisfy investigation requirements, creating relevant reports and recommendations for solutions.
* Develop and maintain comprehensive documentation and resources for team processes, best practices, and technical solutions to enable effective knowledge sharing and team growth.
* Dive deep into ambiguous issues and implement effective solutions.
* Contribute to process improvements to reduce handling time, data output, and faster solution for customers.


In addition, the ideal Support Engineer will have a Machine Learning (ML) background and hands-on experience with Large Language Models (LLMs). They should be able to 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:

* Be proactive in addressing issues and problems, with the ability to work autonomously with minimal direction 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.
* Be comfortable wearing headphones throughout the day for critical and nuanced audio analysis and triage work.

Basic Qualifications

- 2+ years of software development, or 2+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- 2+ years of project/program management experience
- Bachelor's degree in engineering or linguistics or relevant field.

Preferred Qualifications

- ML background with a focus on LLMs.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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