• Job Description

  Req#: 2949369
  The team, within the Alexa-Conv A Modeling&Learning 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 a 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 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- 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 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.
  
  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.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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