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.
The Support Engineer must have a passion for data, efficiency, and accuracy, as well as:
- 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.
BASIC QUALIFICATIONS
- 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.
PREFERRED QUALIFICATIONS
- ML background with a focus on LLMs.
- Experience scripting in modern program languages.
- Demonstrated ability to integrate AI solutions into daily workflows and processes.