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Are you excited about solving technical problems and improving customer experiences through investigation and debugging The Alexa 3P Experiences Quality Monitoring team is looking for a Support Engineer I to join our team in Bengaluru.
In this role, you will investigate customer-reported defects across Alexa+ 3P experiences, perform log analysis to identify root causes, and support issue resolution workflows. You will work alongside senior engineers and AI-powered monitoring tools to ensure quality across Alexa+ experiences, building your technical depth in debugging, root cause analysis, and conversational AI systems.
Key job responsibilities
Investigate customer-reported defects across Alexa+ 3P Add-ons and skills using debugging tools and service logs.
Perform log analysis to identify root causes of technical issues including routing failures, session crashes, and API errors.
Triage incoming tickets from the monitoring pipeline, classifying issues by severity and type.
Execute debugging playbooks to resolve known issue patterns without external escalation.
Validate outputs from AI-powered monitoring tools and flag inaccuracies for review by senior engineers.
Document investigation findings and contribute to building reusable debugging playbooks.
Support CPDR reduction initiatives by investigating and categorizing defects across 3P experiences.
Collaborate with Quality Pod members to communicate technical findings and track issue resolution.
Assist in onboarding new monitoring runbooks for AI-powered root cause analysis tools.
Identify and escalate complex issues that require deeper code-level investigation to senior Support Engineers.
A day in the life
You will review AI-generated ticket summaries and monitoring alerts to identify issues requiring investigation. You will follow established debugging playbooks to analyze logs and trace issues to their root cause. You will document your findings, update ticket statuses, and escalate complex issues to senior engineers. You will participate in Quality Pod syncs to share investigation updates and learn from cross-functional discussions on issue resolution. Your investigations directly contribute to improving the quality of Alexa+ experiences for customers worldwide.
About the team
The Alexa 3P Experiences Quality Monitoring team tracks post-launch quality for all 3P Add-ons and skills on Alexa+. We operate an automation-first, human-guided model that proactively detects poor customer experiences at scale and drives issue resolution. Our team leverages GenAI solutions including automated ticket summarization and root-cause analysis tools to monitor experiences across multiple locales. We are on a journey from manual operations to AI-enabled human operations at scale.
- 1+ years of software development, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience scripting in modern program languages
- Experience with prompt engineering for large language models (LLMs) or generative AI applications
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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Job ID: 149468079
Skills:
Debugging Tools, Operating Systems, Log Analysis, First Responder Agent, service logs, generative AI applications, TARS, AI-powered monitoring tools, Atocha, technical root cause analysis, prompt engineering for large language models, code-level understanding, AWS networks, LLM trace, APD, IntelliOps
Skills:
Unix, Jwt, Log Analysis, Oauth, Linux, Mulesoft, Networking, Tls, Performance Tuning, API Manager policies, DataWeave 2.x, JVM concepts, Mule 4, SOAP APIs
Skills:
Javascript, CSS, HTML, debugging tools and techniques for web applications, Salesforce Lightning Web Components, Salesforce platform features and functionalities
Skills:
Root Cause Analysis, Genesys technology, Technical Support, Log review, Troubleshooting, SLA principles, Issue diagnostics
Skills:
Debugging Tools, Log Analysis, AI-powered monitoring tools, conversational AI systems, Root Cause Analysis
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