Support Engineer, D&S Enterprise Support

Do you want to help build the world’s greatest Enterprise Support team? The Devices & Services Enterprise Support team is seeking a passionate engineer, who will be responsible for supporting developer implementation and coding issues. You will also advocate within Amazon for Alexa partners. In this role, you will be a part of a team of exceptionally driven, customer-obsessed experts who strive to provide world-class support to Alexa enterprise partners.

We are looking for individuals who excel in both technical and business aspects and can thrive on a global stage. First, communication skills are crucial. Business-level conversational and writing skills in English are required. A willingness to communicate effectively in a multicultural environment is essential, as collaboration within international teams will be routine. Next, technical prowess and problem-solving abilities are necessary, with a broad skill set and proven track record. We seek individuals with advanced analytical skills and rich technical experience who can persistently tackle complex challenges. We particularly welcome those with a strong desire to learn about innovative technologies like Alexa. On the business front, we are looking for individuals who can view matters from both tactical and strategic perspectives, pay attention to details, and act proactively.
Above all, a strong sense of responsibility towards customer success is crucial. We seek individuals passionate about providing world-class customer experiences, capable of building and maintaining trust with partners, and eager to sincerely engage with and contribute to customer success.

This position offers great satisfaction for those who can stand at the intersection of technology and business, maintain a global perspective, and dedicate themselves to improving customer satisfaction. Would you like to join us in the challenge of enriching people's lives worldwide through innovative technology?


Key job responsibilities
Your key responsibilities:
- You will be working with external partners to understand how Alexa skills are built and seeking solutions to a variety of technical issues in the process of publishing a skill.
- You will offer partnership to your enterprise support colleagues and partner with other teams as a subject matter expert in technical contact topics.
- You will drive projects that improve technical support-related services, plus creating other support materials for developers.
- Reviewing and maintaining technical documentation.


A day in the life
Your time will be split into resolving technical developer queries via a internal ticketing system and scheduled calls with internal business partners. You will also engage with enterprise partners by holding office hours when necessary. You will interact with a team located across the United States, United Kingdom and Japan with a variety of business and technical backgrounds.


About the team
About the team
The Devices & Services Enterprise Support team operates across multiple locations around the world. You will be part of the team that focuses on supporting and engaging with enterprise partners. The team is split into a business and technical side and speaks many of the supported Alexa languages. You will be the voice of our partners and will have a direct and daily impact on the partner experience.

We are a global 24x7 operations team, with 3 operating regions. The role does require successful candidates to work some weekends and public holidays.

Basic Qualifications

- 3+ years of network and operating system support experience
- 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
- 3+ years of database administration experience
- 3+ years of software development with object oriented language experience
- 3+ years of continuous integration and continuous delivery (CI/CD) experience
- 3+ years of information security and compliance experience
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience

Preferred Qualifications

- Speak, write, and read fluently in Japanese

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