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Support Engineer - Alexa


London, United Kingdom


Do you want to help build the world’s greatest Developer Advocacy team? Alexa is the name of the Amazon cloud service that powers Echo and Echo Dot - the groundbreaking Amazon devices designed around your voice. The Amazon Alexa skills team is seeking a dynamic problem solver, who will be responsible for all aspects of supporting our developer community. Developers around the world are already building skills for Alexa customers in the US, UK, and Germany. In this role, you will be a part of a team of exceptionally driven, customer-obsessed specialists who strive to provide world-class support to Alexa skill developers.

As a Support Engineer, you will work directly with developers to analyze and resolve issues. You will be interacting with both external developers and internal teams via a number of communication channels to drive solutions that meet developer needs.

Key Responsibilities:
· Work with developers to understand how they develop for Alexa, and provide feedback to business and development teams to shape features, processes, and systems
· Seek solutions to developer needs, communicate trends to leadership, and suggest innovative solutions to improve the developer experience
· Conduct deep dive analysis of and provide weekly business reporting on inbound contact activity across developers, identifying patterns and trends
· Offer consultation to your developer support colleagues and partner with other teams as a subject matter expert in contact topics such Alexa skill certification, payments, and more
· Review and maintain documentation, plus creating other support materials for developers
· Drive projects that improve support-related services


· Fluent oral and written German language skills
· Bachelor’s Degree in Computer Science or equivalent
· 1+ years of web/app/voice development experience
· 3+ years of experience working with external customers to address and resolve issues, in support of technical products or services
· Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to both executives and non-technical leaders
· Good interpersonal and communication skills
· Experience using social media and writing blog posts
· Experience with MS Office with an emphasis on Excel
· Node.js experience


· Experience in technical support, preferably with problem ticketing, incident management, and/or issue escalation
· Passion for technology, digital content, and the mobile/voice market segment
· Experience creating, testing or evaluating software applications
· Successful track record of responding to/resolving customer issues through written communication
· Drive to dig into the details of a system or process to address customer problems
· Comfort working with a broad range of technological productivity and work-flow management tools including SharePoint, MS Excel, MS Word and databases
· Embraces working with remote teams in different geographies and time zones.


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