Lab Support Engineer, Customer Experience & Business Trends

Are you a systems administrator, firmware developer, or IT support specialist who loves building end to end automated solutions to drive Amazon digital products improvement If so, the Automation team under Customer Experience and Business Trends (CXBT) needs your help. We build automated solutions with both hardware and software to measure customer experience and digital product performance on the end devices. We are seeking a Lab Support Engineer to support us in assembling and maintaining experimental setups and hosts for our Lab. As the demand for devices in our lab continues to grow and we expand the horizon to new and challenging work streams we need engineers who stand ready to build and scale our production fleet, investigate and resolve complex technical issues in short notice. As a Lab Support Engineer, you will be the first point of contact for software engineers and managers who request for additional setups and modifications to be carried out through vendors or in-house. You will support our development and production hosts and will additionally contribute to operation process improvement initiatives.

Key job responsibilities

• Partnering with Software Development Managers (SDM), Technical Program Managers (TPM) and Engineers to construct, assemble, test, and troubleshoot systems (remote and locally).
• Monitoring performance and ensuring system availability.
• Supporting software engineering teams by contributing to innovative and automated needs for device automation.
• Provisioning the Linux hosts to perform automated experiments, support host administration, and troubleshooting.
• Composing technical documents for operational process and troubleshooting.
• 
  

A day in the life

The Lab Support Engineer will contribute to ensure operational excellence by engaging in ticket resolution, conducting technical (remote and locally) support, and implementing system migrations of experiments. The Lab Support Engineer will also assist in providing remote support on an as needed basis as the team scales. Frequently, the Lab Support Engineer will collaborate and grow in developing system approaches and build design improvements.

About The Team

Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

Our approach is based on determining the customer needs, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solution Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.

Basic Qualifications

• 2+ years of software development, or 2+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in Unix
• Experience scripting in modern program languages

Preferred Qualifications

• Bachelor's degree in Electronics & Communications, Computer Engineering or similar.
• Experience in networking fundamentals and ability to troubleshoot issues with related tools (e.g., ICMP, traceroute, netstat, pcap, etc.)
• Experience in maintaining lab facilities for optimal efficiency and creating new processes.
• Excellent communication and writing skills. Resourceful and quick to take initiative.
• Ability to occasionally adjust work schedule to business needs.
• Able to interact with teams in person and remotely in multiple locations.