Job Information
Amazon Support Engineer , Alexa TREX in Boston, Massachusetts
Description
The TREX team, within the Alexa Artificial General Intelligence (AGI) organization in Amazon, 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 triage of defects and analyzing customer feedback, primarily focusing on Large Language Models (LLMs).
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 aggressive 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 have strong machine learning background and hands-on-experience with LLM, 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 keeping up with high levels of ambiguity, changing project conventions, and shifting priorities
Basic Qualifications
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 in Unix
Preferred Qualifications
- Experience with AWS, networks and operating systems
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.