• Alexa Skills Kit - Support Engineer with French

    Location RO-Bucharest
    Posted Date 3 months ago(09/02/2018 9:47)
    Job ID
    Amazon Dev Ctr (Romania) S.R.L.
  • Job Description

    Alexa is Amazon’s voice service and the brain behind tens of millions of devices like the Amazon Echo, Echo Dot, and Echo Show.
    Alexa provides capabilities, or skills, that enable customers to create a more personalized experience. There are now tens of thousands of skills from different companies around the globe.

    The Amazon Alexa skills team is seeking a dynamic technical problem solver, who will be responsible for providing technical support for our developer community.
    As a Support Engineer, you will work directly with developers to analyze and resolve technical issues. You will analyze trends and drive solutions that meet developer needs. You will be interacting with both external developers and internal teams via a number of communication channels, including face-to-face encounters and events, as part of a team of exceptionally driven and customer-obsessed specialists who strive to provide world-class support to Alexa skill developers.

    Key Responsibilities:

    • Work with developers to understand how they develop for Alexa and seek solutions to a variety of technical issues in the process of publishing a skill.
    • Identify patterns and trends on inbound technical contact activity across developers and conduct deep dive analysis in order to provide reporting to leadership and business to shape features, processes, and systems.
    • Offer consultation to your developer support colleagues and partner with other teams as a subject matter expert in technical contact topics.
    • Drive projects that improve technical support-related services, plus creating other support materials for developers.

    Basic Qualifications

    • Fluent oral and written French and English languages skills
    • Bachelor’s Degree in Computer Science or equivalent
    • Experience of web/app software development
    • Node.js, JavaScript and Java experience
    • Experience working with external customers to address and resolve issues, in support of technical products or services
    • Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to both executives and non-technical leaders
    • Good interpersonal and communication skills
    • Experience using social media and writing blog posts
    • Experience with MS Office with an emphasis on Excel

    Preferred Qualifications

    • Experience in technical support, preferably with problem ticketing, incident management, and/or issue escalation
    • Passion for technology, digital content, and the mobile/voice market segment
    • Experience creating, testing or evaluating software applications
    • Successful track record of responding to/resolving customer issues through written communication
    • Drive to dig into the details of a system or process to address customer problems
    • Comfort working with a broad range of technological productivity and work-flow management tools including SharePoint, MS Excel, MS Word and databases
    • Embraces working with remote teams in different geographies and time zones
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