ADCI
Operations, IT, Support Engineering, alexa and amazon devices
SupportEngineerII,Alexa3PEO
Neural analysis suggests this role is
optimal for Mid candidates.
“Support Engineer II, Alexa 3PEO at ADCI. Skills: Technical Support, Root Cause Analysis, AI Monitoring. Conduct technical root cause analysis. Perform log analysis”
What You'll Achieve.
Drive measurable improvements; Reduce manual investigation effort; Ensure 3P experiences meet quality standards
Industry & Context.
Root cause analysis; Technical investigation; Debugging; Troubleshooting; Pattern identification
What They're Looking For.
Must Have
2+ years software development, 2+ years technical support, Bachelor's degree in engineering, Troubleshooting technical systems, Debugging technical systems, Scripting in modern languages
Nice to Have
Experience with AWS, Experience with networks, Experience with operating systems, Experience with prompt engineering, Experience with LLMs, Experience with generative AI
What You'll Do.
Conduct technical root cause analysis
Identify patterns across endpoints
Resolve technical issues
Document recurring patterns
Create debugging playbooks
Partner with Engineering teams
Serve as escalation point
Contribute to CPDR reduction
Provide technical insights
Support Bug Fixing Agent pilot
Evaluate root-cause accuracy
Provide domain-specific feedback
Collaborate with cross-functional teams
Drive issue resolution
Review automated alerts
Audit AI agent outputs
Contribute to reducing manual effort
How You'll Work.
Team & Collaboration
Cross-functional teams; Quality Pods; Product teams; Program teams; Engineering teams; QA teams
Communication Scope
Documenting patterns; Communicating findings
Full Job Description
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 providing technical insights for fix prioritization Support Bug Fixing Agent (BFA) pilot initiatives by evaluating root-cause accuracy and providing domain-specific feedback Collaborate with cross-functional teams (
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