• Job Description

  Req#: 3031941
  The team, within Alexa-Conv A Modeling&Learning, 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 defect triage and customer feedback analysis, primarily focusing on Large Language Models (LLMs).
  
  The Support Engineer will:
  
  * Own and drive complex projects from ideation to delivery, partnering with stakeholders to implement data-driven solutions that meet business objectives.
  * Identify and escalate system defects, trends, opportunities and to implement improvement to the system.
  * Collect appropriate information to satisfy investigation requirements, creating relevant reports and recommendations for solutions.
  * Develop and maintain comprehensive documentation and resources for team processes, best practices, and technical solutions to enable effective knowledge sharing and team growth.
  * Dive deep into ambiguous issues and implement effective solutions.
  * Contribute to process improvements to reduce handling time, data output, and faster solution for customers.
  
  
  In addition, the ideal Support Engineer will have a Machine Learning (ML) background and hands-on experience with Large Language Models (LLMs). They should be able 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:
  
  * Be proactive in addressing issues and problems, with the ability to work autonomously with minimal direction 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.
  * Be comfortable wearing headphones throughout the day for critical and nuanced audio analysis and triage work.
  
  - 2+ years of software development, or 2+ years of technical support experience
  - Experience scripting in modern program languages
  - 2+ years of project/program management experience
  - Bachelor's degree in engineering or linguistics or relevant field.- ML background with a focus on LLMs.
  
  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 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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