Software Support Engineer, Devices Support Engineering Device Support Engineering (DSE), part of the Device Services and Security (DS2) org, provides support for Amazon Devices Business. DSE offers a range of support services to ensure partners and mission-critical services can sustain and accelerate business results, including customer ticket troubleshooting and debugging, handling escalations, and tooling and automation to improve the customer support experience. Responsibilities Provide first level of engineering support, including extensive troubleshooting and debugging for customer reported issues in Fire TV, Kindle Tablets, E-Reader, Echo devices, and platform services behind these devices. Customer notification and workflow coordination and follow-up to maintain service level agreements. Define and validate the supportability aspects and metrics for emerging and existing Amazon Device product lines. Support ownership of one or more Device products or components, and drive Operational Excellence. Develop tools and scripts to resolve operational burden of support/engineering teams and front-line customer support teams. Read and understand complex application code and suggest code fixes to resolve support issues. Work with Global engineering teams for handing-off or taking over active support issues and creating a team-specific knowledge base to continuously improve skill sets. A day in the life Interact with Customer Service teams, Development and Product teams on initiatives to improve customer experience. Provide ticketing support for a set of devices and own support activities for these devices. Attend high-severity incident calls and drive the call to closure. Understand the business logic and architecture of your supported devices to resolve tickets. Read and understand complex application code and suggest code changes. Work on support projects that are large in scope. Design and develop simple, efficient tools. About the team Device Support Engineering (DSE), part of the Device Services and Security (DS2) org, provides support for Amazon Devices Business. DSE offers Support Services to sustain and accelerate business results, including customer ticket troubleshooting and debugging, handling escalations, tooling and automation to improve customer support experience. BASIC QUALIFICATIONS 2 years of software development, or 2 years of technical support experience. Experience scripting in one or more languages (e.g., Bash, Python, Perl, Ruby). Experience troubleshooting and debugging technical systems. Experience scripting in modern programming languages. Experience working with REST API based services. Strong communication skills and experience in handling high severity incident management calls. PREFERRED QUALIFICATIONS Knowledge of web services, distributed systems, and web application development. Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging, and reading/pulling device logs. Experience working on enterprise level large-scale n-tier applications. Demonstrated skill and passion for problem solving and operational excellence. Ability to solve problems at their root and understand the broader context. Proactive, adaptable, and able to switch between complex and routine tasks; able to work with a variety of personalities and work styles. Ability to remain composed under stressful conditions, communicate effectively with a wide array of stakeholders, and drive tasks to completion. Commitment to quality, integrity, and professionalism; ability to work within a team’s processes and take ownership through to resolution. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Posted: September 18, 2025 Posted: September 19, 2025 Posted: September 18, 2025 Posted: September 18, 2025 Posted: July 18, 2025 Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. J-18808-Ljbffr