Support Engineer II, Alexa 3PEO

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About this role

Support Engineer II, Alexa 3PEO Bengaluru, Karnataka, IND Are you passionate about building world-class customer experiences through technical investigation and root cause analysis? The Alexa 3P Experiences Quality Monitoring team is looking for a Support Engineer II to join our team in Bengaluru. In this role, you will serve as a Technical Specialist for Quality Monitoring of Alexa+ 3P Add-ons and skills. You will conduct technical root cause analysis requiring code-level understanding, resolve technical issues without external escalation, and document recurring patterns to create debugging playbooks. You will work at the intersection of AI-powered monitoring tools and human expertise, helping drive measurable improvements in customer experience quality across Alexa+ experiences globally. Key job responsibilities Conduct technical root cause analysis of customer-reported defects requiring code-level understanding across Alexa+ 3P Add-ons and skills Perform log analysis and cross-locale pattern identification to diagnose issues across multiple endpoints (Display, Headless, Fire TV, Mobile, Metis) Resolve technical issues without external escalation by leveraging debugging tools including APD (Alexa+ Debugger) and service logs (LLM trace, Atocha) Document recurring patterns and create debugging playbooks that serve as references for both human operators and AI agents Partner with QAEs for tooling optimization and with Engineering teams on complex technical issues Investigate and triage tickets from the RAB (Report-a-Bug) pipeline, identifying root causes across NER/TLN routing failures, session crashes, and API integration issues Validate outputs from AI-powered monitoring tools (First Responder Agent, IntelliOps, TARS) and serve as escalation point when AI agents fail Contribute to CPDR reduction initiatives by

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