The Job

Support Engineer II, Alexa 3PEO

Technology, Data & Digital · Software & Web Development · Software Engineering · QA & Testing · IT Support

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In short

The Alexa 3P Experiences Quality Monitoring team is seeking a Support Engineer II in Bengaluru to conduct technical root cause analysis, resolve issues, and document patterns for AI-powered monitoring tools. This role involves deep-diving into customer-reported defects, analyzing logs, and collaborating with cross-functional teams to ensure high-quality customer experiences across Alexa+ 3P add-ons and skills.

Responsibilities

  • Conduct technical root cause analysis of customer-reported defects requiring code-level understanding.
  • Perform log analysis and cross-locale pattern identification to diagnose issues.
  • Resolve technical issues without external escalation using debugging tools.
  • Document recurring patterns and create debugging playbooks.
  • Partner with QAEs for tooling optimization and with Engineering teams on complex technical issues.
  • Investigate and triage tickets from the RAB pipeline, identifying root causes.
  • Validate outputs from AI-powered monitoring tools and serve as escalation point.
  • Contribute to CPDR reduction initiatives by providing technical insights.
  • Support Bug Fixing Agent (BFA) pilot initiatives.
  • Collaborate with cross-functional teams within Quality Pods to drive issue resolution.

Requirements

  • 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.
  • Experience scripting in modern program languages.

Desired Qualifications

  • Experience with AWS, networks and operating systems.
  • Experience with prompt engineering for large language models (LLMs) or generative AI applications.
#AI#Quality Monitoring#Customer Experience#Technical Support#Debugging#Playbooks#LLM#GenAI
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Company

Amazon

Job Posted

4 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Bengaluru, India

Qualification

Bachelor

Applicants

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