Support Engineer , Alexa

Support Engineer

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:

1. Own and drive complex projects from ideation to delivery, partnering with stakeholders to implement data-driven solutions that meet business objectives.
2. Identify and escalate system defects, trends, opportunities and to implement improvement to the system.
3. Collect appropriate information to satisfy investigation requirements, creating relevant reports and recommendations for solutions.
4. Develop and maintain comprehensive documentation and resources for team processes, best practices, and technical solutions to enable effective knowledge sharing and team growth.
5. Dive deep into ambiguous issues and implement effective solutions.
6. 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.
• Have 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.