• 2+ years of technical support, or 1+ years of software development experience
• Knowledge of computer science fundamentals such as object-oriented design, operating systems, algorithms, data structures, and complexity analysis
• High school or equivalent diploma
• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience.
• 2+ years of PC repair, troubleshooting, deployment and liquidation experience.
• Able to communicate fluently in both English & Spanish.

At Prime Air, we’re working on the future. If you are seeking an iterative fast-paced environment where you can drive innovation, apply state-of-the-art technologies to solve extreme-scale real world challenges, and provide visible benefit to end-users, then come work on the Amazon Prime Air team!
We are looking for a Support Engineer for our SJO Data for Autonomous Aircraft (DA2) team to support day to day labeling operations and act as the “bridge” between our team and other development/support engineering teams within Prime Air. You’ll be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. You’ll be surrounded by people who are passionate about drone technology and believe that world class service is critical to customer success.

Key job responsibilities
The ideal candidate must be detail oriented, have good verbal and written communication skills, strong organizational skills, able to juggle multiple tasks at once, able to work independently and can maintain professionalism under pressure. You must be able to identify problems before they happen and implement solutions that detect and prevent outages and customer issues. You must be able to accurately prioritize projects, make sound judgments, work to improve the customer experience, and get the right things done. As a support engineer you will:

• Tracks and manages onsite and Prime Air assets.
• Directs internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
• Works with other IT teams on high and medium incident events.
• Participates in the development, implementation, and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of user hardware and tools.
• Provides ticket-based, walk-up, and remote support.
• Plays a leadership role by becoming a subject matter expert on one or more labeling tools.
• Owns support activities for different labeling workstreams and regularly works with development teams to establish and improve support services.
• Regularly contributes to the creation and improvement of all support documentation.
• Creates and interprets metrics that measure support success and service performance.
• Has the ability to write simple and efficient tools to improve operational efficiency.
• Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
• Java Programming, Python, C++ and Linux Operating System experience.
• Typescript, React, Graphql, AWS experience.
• Proficient in Microsoft Excel with intermediate-level skills, including experience with data analysis, formulae, and data visualization. Familiarity with database management systems.
• Exceptional communication, documentation and presentation skills for technical and business audiences.
• Proven industry experience in programming and/or technical support roles.
• Experience troubleshooting and debugging technical systems.