Support Engineer, Ring in Berlin

Job summary
Amazon has come a long way since opening on the World Wide Web in July 1995. Today, we operate retail websites in multiple countries across geographies, offering products in many categories (books, media, digital, electronics etc.) worldwide, and we still like to work hard, have fun and make history! The Amazon.com brand has become synonymous with a superior level of convenience, selection, low prices, and customer service.



Key job responsibilities
Key job responsibilities
• Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple features and services
• Understand and debug minor issues occurring in a service when a TT comes/ PE raised by referring to team SOPs and experience gained from team coordination’s
• Understand and work on AWS services like Lambda, SNS, Step functions, EMR, Sagemaker
• Write scripts for automations to fix commonly occurring issues
• Develop tools to aid operations and maintenance
• System and Support status reporting
• Customer notification and coordination with service teams to follow-up to maintain service level agreements.

As a Support Engineer, you’ll be responsible for handling operational excellence tasks that includes first level respondence to customer tickets, troubleshoot common service issues, write scripts to automate recurring issues and also help team with minor software upgrades, test and prod deployment. This job requires you to maintain high bar in customer service experience and services.

About the team
Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the first-ever video doorbell, to the award-winning DIY Ring Alarm system, Ring’s smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone.