Support Engineer

Job description

DESCRIPTION

Amazon revolutionized customer service, now we are changing what customers expect from technical support. We're responsible for the Customer Service operations and solutions for all Amazon Devices and Digital products, from the Kindle and Echo, to Amazon Music and Prime Video. In this role, you'll be supporting millions of customers, across many dynamic Amazon businesses.
The Device, Digital and Alexa Support (D2AS) team is hiring a highly skilled and motivated Support Engineer to design and maintain contact routing for D2AS. This role is responsible for supporting customer contact routing focused on improving customer experience.

As an Amazon Support Engineer, you will work in one of the largest data environments in the world. You will help build and maintain one of the largest cross-functional routing solutions.

Key Responsibilities
· Drive strategic direction of contact routing for D2AS
· Interface with operational and business customers to gather requirements and develop routing solutions that balance competing priorities
· Identify routing quality issues across the various entry points / platforms and drive solutions
· Design, implement and support the D2AS contact routing platform
· Supporting business critical routing solutions
· Support New Product launches as needed

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree or higher in a quantitative/technical field (e.g. Computer Science, Statistics, Engineering)
· 5+ years of relevant experience in one of the following areas: Support engineering, business intelligence or business analytics
· 5+ years of hands-on experience in writing complex, highly-optimized SQL queries across large data sets
· 2+ years of experience in scripting languages like Python etc.
· Demonstrated strength in data modeling, ETL development, and Data warehousing.
· Proficient in Python and Java
· Experience with Redshift, Oracle, etc.
· Experience with AWS services (S3, Redshift, EMR, RDS, etc.)
· Experience in working and delivering end-to-end projects independently