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Tech Manager - Support Engineering

Tech Manager - Support Engineering

Job ID 
Posted Date 
Amazon Corporate LLC
Position Category 
Operations, IT, & Support Engineering
Recruiting Team 
North American Teams - Alexa

Job Description

Tech Manager – Support Engineering
Interested in helping build new technology and tools for Alexa? Come join us!
The Alexa organization is looking for an experienced and motivated Tech Manager for our Support Engineering team. This candidate will be a primary member of a data collection team that works closely and efficiently with internal and cross functional teams. We raise the bar for large-scale data collections at Amazon. The ideal candidate will be curious, data-driven, flexible, detail-oriented, good with people and as comfortable in the field as in the lab.
Amazon is a fast-paced and exciting environment. This position requires the ability to work with minimal direction as well as the capacity to work quickly while delivering high-quality outputs.

Primary responsibilities
* Contribute to Alexa growth initiatives by coordinating closely with internal team, HW, SW and Research teams
* Create effective processes to manage/prioritize incoming requests for team of Support Engineers and Data Technicians
* Manage a team of Support Engineers and Data Technicians to deliver results effectively and efficiently
* Be curious and learn on the fly about new hardware and new technology
* Have a love of numbers and use SQL to drive generation of metrics, set up continuous feedback loop to evaluate metrics, tools and processes
*Apply knowledge of audio, wireless and networking technologies, mobile devices and quality assurance practices to ensure projects stay on track
* Be the primary point of contact with tools team to identify bugs, improvements, test deployments, coordinate roadmap planning with Program Managers
* Ensure technical support processes support internal teams for trouble-shooting during live sessions, ensuring data integrity and upload, and documenting best practices.
* Examine processes and available tool sets to ensure the most accurate results in the lab and in the field.
* Ability to work effectively across a range of customers and team members to deliver on-time.
* Perform quick but thorough data analysis in order to drive the highest quality through all phases of projects

Lab126 is part of the, Inc. group of companies and is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Basic Qualifications

* Bachelor’s or advanced degree in audio, computer science, electrical engineering, telecommunications or a similar field.
* 2+ years of experience as Support Engineer, Software Engineer or in a related field
* Experience with Unix/Linux and shell scripting, perl, python or, Ruby
* Experience with SQL scripting, querying databases, outside of extracting data
* Experience with object oriented programming - Java, Android (preferred)
* Experience managing people directly or through influence

Preferred Qualifications

* Strong knowledge of the mobile networks, audio signal quality measures, and core data analysis skills
* Strong communication skills
* End-to-end, hands-on experience with networking
* Experience troubleshooting network systems
* Experience managing people either directly or through influence
* Experience with scripting using BASH/perl/python
* A high level of professionalism, integrity, and discretion in handling confidential information, as well as the ability to work well with people at all levels inside and outside the company, is essential.
* Excellent communication, interpersonal, and analytical skills
* Willingness to support several projects at one time, and contribute towards decisions for prioritizations as necessary and to deliver high-quality work on schedule
* Experience with Apache Spark
* Experience with speech and language data collection and processing
* Excellent ability and methodology to troubleshoot and identify the root cause of issues