Solutions Engineer

Malvern, PA
Engineering / QA
Full-time
As a Solutions Engineer, you will join a team of hands-on, passionate Technical support team supporting innovative life safety and life style products. Technical support team will be primarily focused on troubleshooting and conducting root cause analysis for home security and home automation solutions. 

Responsibilities

    • Support production applications and services to ensure a positive customer experience that is in-line with Amazon business objectives
    • Solve problems at their root, stepping back to understand the broader context
    • Have a strong aptitude for trouble shooting and problem solving
    • Maintain SLA’s through the implementation of proactive issue detection and reporting
    • Write and review accurate and complete support procedures, system documentation, and issue tracking entries
    • Strive to improve the customer experience by resolving issues completely and in a timely fashion
    • Proactively support knowledge-sharing in the team and across your division
    • Persistently drive others to discover and resolve root cause when needed
    • Show good judgment and instincts in decision making
    • Prioritize in complex, fast-paced environment
    • Continually improve your level of knowledge about Amazon’s business and relevant technologies
    • Regularly work across multiple teams to resolve issues
    • Prepare and distribute Tier 3 metrices to stake holders and effectively escalate potential trending issues and mitigation plans

Basic Qualifications

    • A BS in Computer Science, Information Technology or similar discipline
    • 5+ years of experience with Tier 3 technical support role in one or more domains - Consumer electronics products, Mobile applications (iOS, Android), WiFi/Mesh networking, Internet protocols, server applications and related troubleshooting tools
    • Excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
    • Experience analyzing and troubleshooting RESTful web API calls
    • Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.)

Preferred Qualifications

    • Ability to work weekends and/or evenings
    • Technical curiosity and excitement to learn new technologies and help customers succeed
    • Device support corresponding to Z-wave, Zigbee, Lutron, Alexa, Home kit 
    • Familiar with home security and home automation products
    • Experience with Tools / frameworks – Kibana, Splunk, Jira, Confluence, Jenkins
    • Strong written, verbal, and documentation skills to effectively communicate with customers and peers
    • Ability to multi-task and quickly shift focus throughout the day depending on priorities
    • Ability to work effectively within and across teams
    • Device integrations corresponding to Z-wave, Zigbee, Lutron, Alexa, Home kit 
    • Familiar with home security and home automation products
    • Regulatory standards - UL, CP-O1, Alexa, iOS, Android, Z-wave, ZigBee, FCC, PTCRB
    • Experience with using low-level debug tools (logic analyzers, oscilloscopes, multimeters)
About Ring

Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of smart home security products: Ring Video Doorbell, Ring Video Doorbell Pro, Ring Stick Up Cam and the new Ring Floodlight Cam. With these security devices, Ring has created the neighborhood watch for the digital age and continues to keep homes around the world safe. For more information, visit www.ring.com. With Ring, you're always home.

Ring LLC is proud to be an equal opportunity employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation