Software Support Engineer Jobs in Chennai – Amazon Careers

Software Support Engineer

 

 

Digital Support Engineering (DSE) is a 45 member strong team of customer obsessed engineers providing support for Audible services and Amazon Devices (E-Reader, Tablet, TV, Alexa Devices, Health & Wellness and ABCD)
Engineering support include troubleshooting and providing resolutions for high and low severity customer tickets within defined SLAs.
We are passionate about improving customer support experience and constantly strive to reduce the turnaround time for Audible customers for their issues.
DSE also invests heavily on building scripts and tools using Perl/Python, Shell scripts, web technologies, Ruby on Rails, and Java / NodeJS to troubleshoot customer and service issues faster.

A day in the life
· Audible Dev and Business stakeholder are our customers.
· You provide ticketing support for set of services and own support activities for these services and regularly work with development teams to establish and improve service support.
· You create and review monitors.
· You understand the business logic and architecture of your supported services that enable you to resolve tickets.
· You are able to read and understand complex application code and make approved code fixes.
· You work on support projects that are large in scope
· You have the ability to write simple and efficient tools

About the hiring group
Support Engineering team mainly focus on ticketing, automation and tools development areas.
Team needs to communicate and collaborate with stakeholders regularly.
Team always try to reduce the operational excellence burden either for SE and Dev team by doing automation or building tools.
Team also works on special projects based on business priorities, drive small and large scope technical projects.
Team always works towards certain set of organisation goals which help to improve the process, operation excellence of team as well stakeholders.

Job responsibilities
Support Engineer – Digital Services.
· Developing Tools, applications, code improvements and scripts to resolve operational burden of support engineers and Operations
· Support engineering and troubleshooting on issues related to the digital platform services and content for various products
· Production Builds, Tools, and Configuration Management for software product releases and successful deployments.
· Provide first level of support for tickets filed in Audible
· Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
· Work on maintenance of coding projects, primarily in Perl or shell scripts, web technologies, and Java based projects.
· Read and understand complex application code and make code fixes to resolve support issues
· Software deployment support in staging and production environments.
· Develop tools to aid operations and maintenance.
· System and Support status reporting.
· Ownership of one or more Digital products or components.
· Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
· Work with Seattle & Audible engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.

BASIC QUALIFICATIONS
Required Technical Skills – B.E. in Computer Science or a related field.
· 2+ years overall development/technical support experience.
· Development Experience in C/Java or open source based technologies. Understanding of XML/SOAP, web services, web application development., Perl, shell, UNIX, Linux, operating system and tools
· Proven ability to troubleshoot and identify the root cause of issues.
· Demonstrated skill and passion for problem solving and operational excellence.
Required Soft Skills – BIG PICTURE: solve problems at their root, stepping back to understand broader context
· PROACTIVE: You display energy and initiative in solving problems.
· ADAPTABLE: You undertake a variety of tasks willingly. You switch from complex to routine tasks when required. You adapt quickly to new technologies and products.
· HANDLING STRESS: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon,
· QUALITY: You demonstrate appropriate quality and thoroughness.
· INTEGRITY: You act with personal integrity at all times.
· PROFESSIONAL: You work within your team’s process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.

PREFERRED QUALIFICATIONS
B.E. in Computer Science or a related field.
· 2+ years overall development/technical support experience and Proven track record in working on enterprise level large scale n-tier applications
· Development Experience in C/Java or open source based technologies. Understanding of XML/SOAP, web services, web application development.
· Demonstrated experience in Perl or shell scripts, a sound understanding of web technologies and knowledge of the UNIX/Linux and tools
· Proven ability to troubleshoot and identify the root cause of issues.
· Demonstrated skill and passion for problem solving and operational excellence.
Soft Skills – BIG PICTURE: solve problems at their root, stepping back to understand the broader context
· PROACTIVE: You display energy and initiative in solving problems.
· ADAPTABLE: You undertake a variety of tasks willingly. You switch from complex to routine tasks when required. You adapt quickly to new technologies and products.
· HANDLING STRESS: Ability to retain composure under stressful conditions.
· QUALITY: You demonstrate appropriate quality and thoroughness.
· INTEGRITY: You act with personal integrity at all times.
· PROFESSIONAL: You work within your team’s process, propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.

 

Location: Chennai

 

 

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