Support Engineer, Alexa

Amazon is seeking a Support Engineer to join our Amazon Alexa data team. This role focuses on Large Language Model (LLM) and identifying improvements to the customer experience, primarily in the area of defects and feedback triage.

A successful candidate will have strong machine learning background and hands-on-experience with LLM . The ideal candidate would also have hands-on experiences in building Generative AI solutions with LLMs, enjoy operating in dynamic environments, be self-motivated to take on challenging problems to deliver big customer impact, moving fast to ship solutions and then iterating on user feedback and interactions.

The Support Engineer will:
- 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 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

In addition, the Support Engineer will need 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:
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 to keeping up with high levels of ambiguity, changing project conventions, and shifting priorities

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

- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON

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 for more information. If the country/region youre applying in isnt listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at .