Support Engineer II, Device OS, Device OS

The Amazon Device OS team is looking for high-energy, detail-oriented, and technically-savvy Support Engineers to triage defects raised by testing teams, on Amazon’s devices.

You will deliver when SOPs may not be well defined but the standard triaging techniques or processes are clearly defined.

You will require the ability to conceptually understand the flow of work and have knowledge of guidelines and procedures governing work activities.

You will demonstrate ability to efficiently use appropriate software, tools and technology. You regularly work with development teams, with QA / TPM stakeholders, and other Support Engineers to improve documentation, procedures, and tools.

You work on defect root cause and show strong ownership of issues. You demonstrate excellent judgment when making escalation decisions.

You communicate clearly and effectively with stakeholders, and tend to over-communicate and over-document.

Key job responsibilities

Some of the key job functions of a Support Engineer II, involved in defect triaging are :

• Deep dive on defects / automation failures to find the root cause. Analyze the logs and reproduce the issues for better understanding
• Understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets
• Interface with other teams to resolve defects and show strong ownership of issues
• Become very familiar with the use of monitoring dashboards and applications, and use them to determine service issues.
• May perform code builds and deployments communicating status regularly before, during, and after each deployment
• You may Audit the work of Support Engineer Is and your peers, identify key areas and work with the team to eliminate the gaps
• Make changes to existing scripts with code reviews and come up with new tools / scripts to reduce manual efforts
• Help develop and refine operational policies and procedures used by your team and internal customers.
• Requires detailed understanding of the components or features of the product owned. Drives changes with data and contributes to the overall success of the team / project
• Have the ability to write simple and efficient tools to improve operational efficiency.
• Evaluate the training needs for your team, regularly work with development teams, with QA / TPM stakeholders, and other Support Engineers to improve documentation, procedures, and tools
• Communicate clearly and effectively with stakeholders. Always tend to over-communicate and over-document

A day in the life

Typically SE will provide operational and initial debugging support to CI (continuous itegration) / SCM Dev Teams. Team investigates failures that may arise during the CI Process (Build, Flash, Test) in the CI Live and CI STU environments.

Additionally, in the CI STU (Safe to Use) environment, SE is responsible for developing rules for tests that apply STU promotions on software builds, as well as identifying and debugging any issues that may arise during the CI STU test runs and managing promotions on SW builds.

We are open to hiring candidates to work out of one of the following locations :

Arlington, VA, USA

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 scripting in modern program languages
• Experience in Unix
• Experience documenting technical customer issues
• Bachelors in computer science, engineering, information technology, or related field
• Proven work experience in development or technical support
• Significant work history showing aptitude for QA methodology Sound knowledge on Testing and triaging
• Working knowledge on Devices and Agile frameworks and regression testing is a plus
• Experience and familiarity with Defect management tools (like Jira)
• Strong critical thinking skills, an analytical mind, and problem-solving aptitude

PREFERRED QUALIFICATIONS

• Experience with AWS, networks and operating systems
30+ days ago