Software Support Engineer, Devices Support Engineering team, Devices Support Engineering

Amazon is hiring a Software Support Engineer, Devices Support Engineering team, Devices Support Engineering in Chennai, United States. Level rates it ; you can apply on Amazon.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
Tools and skills the posting cites include troubleshooting, debugging and customer support.
Level classifies it as a mid-level role.
Level lists 20,000+ other open roles at Amazon.

AI in this role

Provide technical support, troubleshooting, and tool development for Amazon devices including Fire TV, Kindle, and Echo products.

troubleshootingdebuggingcustomer-supporttoolingautomation

Do you like working on products that are used by customers everyday and solve their issues? Do you like working with very smart technical and business people who are at the forefront of defining and inventing products? Do you like working on multiple product lines and at the same time analyzing, identifying the common threads and issues that can be leveraged to solve multiple problems? If so, this could be a job for you. Device Support Engineering (DSE), part of the Device Services and Security (DS2) org provides support for Amazon Devices Business. DSE offers a range of Support Services to ensure partners and mission-critical services, can sustain and accelerate business results. The services include customer ticket troubleshooting and debugging, handling escalations, tooling and automation to improve customer support experience.

Key job responsibilities
This job requires you to constantly hit the ground running. Your ability to learn quickly, work on disparate and overlapping tasks will define your success. Some of the key job functions of the support engineer are :

* Provide first level of engineering support - including extensive troubleshooting and debugging for customer reported issues in Fire TV, Kindle Tablets, E-Reader, Echo devices and platform services behind these devices.
* Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
* Defining and validating the supportability aspects and metrics for emerging and existing Amazon Device product lines like FireTV, Tablets, Streaming Devices, eInk, Alexa enabled devices, etc.
* Support ownership of one or more Device products or components, and driving Operational Excellence.
* Developing Tools and scripts to resolve operational burden of support/dev engineers and front-line customer support teams
* Read and understand complex application code and suggest code fixes to resolve support issues
* Work with Global engineering teams for handing-off or taking over active support issues and to create a team specific knowledge base and continuously improve skill set.

A day in the life
You interact with Customer service teams, Development and Product teams on initiatives to improve customer experience

You provide ticketing support for set of Devices and own support activities for these devices
Attend high severity incident calls and drive the call to closure
You understand the business logic and architecture of your supported devices that enable you to resolve tickets
You are able to read and understand complex application code and suggest code changes
You work on support projects that are large in scope
You have the ability to design and develop simple, efficient tools

About the team
Device Support Engineering (DSE), part of the Device Services and Security (DS2) org provides support for Amazon Devices Business. DSE offers a range of Support Services to ensure partners and mission-critical services, can sustain and accelerate business results. The services include customer ticket troubleshooting and debugging, handling escalations, tooling and automation to improve customer support experience.

Basic qualifications

- 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

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

Software Support Engineer, Devices Support Engineering team, Devices Support Engineering at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Software Support Engineer, Devices Support Engineering team, Devices Support Engineering is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in IN, TN, Chennai.
The job was posted on October 12, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

TroubleshootingDebuggingCustomer SupportToolingAutomation

Questions you could be asked

Tell me about a project where troubleshooting was part of your work. What did you do?
Tell me about a project where debugging was part of your work. What did you do?
Tell me about a project where customer support was part of your work. What did you do?
Tell me about a project where tooling was part of your work. What did you do?
Tell me about a project where automation was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Troubleshooting, Debugging, Customer Support, Tooling, and Automation. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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