Senior Support Engineer, Smart Device Lab

Basic Qualifications

* You use Linux commands and ADB commands as fluently as typing your own name and address.
* You are hands-on in using and troubleshooting host software (Ubuntu OS), usual ports and protocols on smart devices (USB, HDMI, Switch, Router, AP, PDU, KVM, Dongle, Wireless protocols, networking, firewalls, securities, etc.)
* You not only can root an Android device, but also understand how it works.
* You can write efficient scripts in a language like Python/C/C++.
* You read software logs and identify problems even if the logs were not authored by you.
* Bachelor’s degree; 8+ years working in a similar, hands-on role.
Preferred Qualifications

* Experience as an IT/Network support engineer
* Can build a web application or tool with consideration of its supportability, scalability, and performance.
* Knowledge in software architecture, networking performance and security.
* Hands-on experience in software testing.
* Experience in using the AWS Cloud (IAM, VPC, EC2, RDS, System Manager, SES, etc.)
Are you passionate about smart devices that embody cutting-edge technologies? Are you curious about how things work? Do you enjoy figuring out why things are broken and solving the problems?

Amazon Device Lab Management Service (LMS) operate device lab infrastructures at several locations in China. The Senior Support Engineer will be in charge of design LMS technical roadmaps, lead or participate in company-wide user groups to exchange support information, procedures, and best practices. Setting up labs, installing new types of devices, hooking up test equipment, troubleshooting, optimizing, and keeping the infrastructures up and running for Amazon’s internal and external developers around the world. This is a senior position. You will own the quality and availability of the lab services, tools and lab resources planning. You will lead a team of Support Engineers and Lab Engineers to achieve your goals.


Key job responsibilities
What you will do:

* You set technical priorities to align with your organization’s business strategy.
* You are a technical leader. You set the standards for other support engineers.
* You know how to break down problems into sub problems that can be worked in parallel by other Support Engineers.
* You partner with HW/SW Engineering and Quality Assurance teams to drive projects to completion.
* You lead retrospectives of error, drive improvements, ensure long term resolution.
* You look for patterns, build repeatable solutions, identify opportunities to improve Operation Excellence of the labs.
* You mentor new employees. You partner with managers to guide the career growth of team members and may operate as a team lead.



About the team
Device OS lab management service team owns lab, infrastructure, device, logistic management to serve for device testing team across Beijing, Shenzhen and Shanghai offices. We provide high service quality meeting stakeholder's ever-changing business requirement, we provide lab test environment solution compliance with IT/Lab policy, we manage all lab resource and optimize allocation, we continue lab automation enhancement of our service, looking for lab operation excellence opportunities (process, automation tools, service level) and set them at program level goals to track for closure. We play essential function role to support business continuity when large scale of outage or site impact occurs.