Support Engineer , Alexa - Cambridge

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:

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

• 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.
• 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.- Technical support experience or project/program management experience.
• Experience troubleshooting and debugging technical systems.
• Bachelor's degree in engineering or linguistics or relevant field.
• Experience in cross functional research and data collection, and ability to clearly document and communicate findings.- ML background with a focus on LLMs.
• Experience scripting in modern program languages.
• Demonstrated ability to integrate AI solutions into daily workflows and processes.

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