Support Engineer IV, Devices & Services Experience Design

The Devices & Services Experience Design (DxD) team leads user experience and industrial design innovation across Amazon's device portfolio, including Echo, Fire TV, Fire Tablets, Alexa.com, and related mobile apps. Our team works at the intersection of design, product and engineering, creating meaningful hardware and software experiences that enhance customer lives. We believe in storytelling and thinking holistically to craft the "why" behind everything we ship.

Working closely with business and technology partners, we use research, design, and prototyping to guide early product development, bring clarity to engineering goals, and develop a user-centric point of view. This is where you come in., As a Support Engineer on the design-technology team, you'll keep the team's prototype device fleet ready to demo and build the tooling that keeps it that way. On any given day you might prepare a set of devices - tablets, laptops, or large TVs - for a leadership review on under an hour's notice, move hardware between offices in the Seattle and Bellevue area, flash builds and configure apps across Linux, macOS, Windows, and mobile/embedded platforms, and troubleshoot whatever isn't cooperating. Between requests you'll extend the team's internal tools and automation, and provide light cloud, server, and local-network support. You'll manage device inventory, ordering, and shipping, write clear setup guides so less technical teammates can help themselves, and steadily replace manual steps with reusable workflows.

A day in the life Your core focus is keeping the team's prototype devices ready to demo at a moment's notice. A leadership review might come together an hour before it starts, and you're the person who makes sure the right devices are set up, loaded with the latest build, and working - sometimes carrying hardware between offices in the Seattle and Bellevue area to get it where it needs to be. In the quieter moments between those requests, you make the whole thing run smoother: building small tools and automating the repetitive setup steps so the next demo is easier than the last, and helping teammates learn to set up their own devices. It's a fast-moving environment built around brand-new technology, so priorities shift often - you'll stay calm under a tight turnaround, and take real pride in being the reason a big demo goes off without a hitch.

About the team Join our team of design technologists work across multiple product lines, including Echo Show, Fire Tablet, Fire TV, and future Amazon devices.

4+ years of software development, or 4+ years of technical support experience

• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow
• Experience troubleshooting and documenting findings

Preferred Qualifications

• Knowledge of distributed applications/enterprise applications
• Knowledge of UNIX/Linux operating system
• Experience analyzing and troubleshooting RESTful web API calls