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 technical support experience or 2+ years of project/program management experience.
- Experience troubleshooting and debugging technical systems.
- Bachelor's degree in engineering or linguistics or relevant field.
- Experience in cross functional research and data collection, and ability to clearly document and communicate findings.
- ML background with a focus on LLMs.
- Experience scripting in modern program languages.
- Demonstrated ability to integrate AI solutions into daily workflows and processes.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $67,200/year in our lowest geographic market up to $150,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
