Support Engineer III, 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 begin to play a leadership role on your team by becoming a subject matter expert on one or more services. You own support activities for these services and regularly work with development teams to establish and improve service support. You operate with limited guidance from management and aggressively drive issues to resolution. You understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets. You are able to read and understand complex application code and make approved code fixes to resolve support issues. You provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities. You regularly contribute to the creation and improvement of all support documentation. You may perform code builds and deployments communicating status regularly before, during, and after each deployment. You create and interpret metrics that measure support success and service performance. You help develop and refine operational policies and procedures used by your team and internal customers. You work on support projects that are large in scope and lead other Support Engineers on smaller projects. You participate fully and constructively in the planning of your team’s work. You have the ability to write simple and efficient tools to improve operational efficiency. You contribute to design and development of support tools using software engineering best practices. You mentor other Support Engineers and are involved in hiring.

Key job responsibilities
Some of the key job functions of a Support Engineer III, 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
• Will work with limited guidance and will act as a SME on the services owned
• Understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets
• Understand complex application code and make approved code fixes to resolve support issues. • 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.