Support Engineer I, Alexa 3PEO

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About this role

Support Engineer I, Alexa 3PEO Bengaluru, Karnataka, IND Are you excited about solving technical problems and improving customer experiences through investigation and debugging? The Alexa 3P Experiences Quality Monitoring team is looking for a Support Engineer I to join our team in Bengaluru. In this role, you will investigate customer-reported defects across Alexa+ 3P experiences, perform log analysis to identify root causes, and support issue resolution workflows. You will work alongside senior engineers and AI-powered monitoring tools to ensure quality across Alexa+ experiences, building your technical depth in debugging, root cause analysis, and conversational AI systems. Key job responsibilities Investigate customer-reported defects across Alexa+ 3P Add-ons and skills using debugging tools and service logs. Perform log analysis to identify root causes of technical issues including routing failures, session crashes, and API errors. Triage incoming tickets from the monitoring pipeline, classifying issues by severity and type. Execute debugging playbooks to resolve known issue patterns without external escalation. Validate outputs from AI-powered monitoring tools and flag inaccuracies for review by senior engineers. Document investigation findings and contribute to building reusable debugging playbooks. Support CPDR reduction initiatives by investigating and categorizing defects across 3P experiences. Collaborate with Quality Pod members to communicate technical findings and track issue resolution. Assist in onboarding new monitoring runbooks for AI-powered root cause analysis tools. Identify and escalate complex issues that require deeper code-level investigation to senior Support Engineers. A day in the life You will review AI-generated ticket summaries and monitoring alerts to identify issues requiring investigation.

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