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

- Technical support experience or project/program management experience.
- Experience troubleshooting and debugging technical systems.
- Bachelor's degree in engineering or linguistics or relevant field.
- Experience in cross functional research and data collection, and ability to clearly document and communicate findings.

Preferred Qualifications

- ML background with a focus on LLMs.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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

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.