Sr. Support Engineer Amazon
Seattle, WA

Job Description

Alexa Excellence's Application Support Team (AXES) is Alexa's central defense against large-scale incidents as well as driving operational excellence across all of Alexa organization. Our key offering to Alexa is best in class Incident Management. Our engineers are front-and-center in driving down event duration through experience in operational excellence, best current practices and incident management tools. We are looking for engineers who have owned or participated in operational and incident management for at least one large-scale enterprise. You should have a passion for working with new technologies and are not afraid to exercise your creativity in pushing the boundaries of existing technologies. Running incident management for Alexa Excellence is unique; a central team within Alexa that supports the rest of the org, and our ability to identify and mitigate issues is the most important aspect of every Amazon employee. Because of our unique role, you will have limitless exposure to all things Alexa and Amazon. AXES engineers are encouraged to build solutions to problems while sharing the benefit of those solutions with other Alexa service teams. This is an excellent opportunity to join one of Amazon's world-class team of engineers, work with some of the best and brightest while also developing your skills and career within one of the most dynamic, innovative and progressive technology companies anywhere. In addition to a stimulating and fun working environment, Amazon offers mentoring programs with experienced engineers, regular tech talks with technology Principals, and well-defined career paths for motivated engineers who want to contribute to our culture of operational excellence and relentless customer-focused technical innovation.

Responsibilities

* Be a technology evangelist and use your deep knowledge to solve business problems
* Reduce mean time to resolution for all incident types
* Design and/or build world-class listening systems
* Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
* Participate in Agile sprints to evolve business processes and technologies
* Create and review documentation, design new standard operating procedures
* Identify and troubleshoot recurring platform issues and engage service owners to drive resolution
* Automate tasks through creation and maintenance of scripts and tools
* Respond to and complete customer requests within SLA via a trouble ticketing system
* Take part in a "follow the sun" rotation split between Seattle and Chennai sites, including weekends and holidays
* Mentor peers in your areas of technical and operational strength
* Participate in the interviewing process