Amazon Support Engineer Retail Infrastructure Services 

United States, Texas, Austin 

298477874

Key job responsibilities
- Track all work performed using modern work tracking methodologies, including vendor ticket systems, Jira, etc.
- Order new and replacement device via the Tangoe Platform web portal.
- Re-align non-standard requests with WWGS leadership.
- Escalate order approvals with WWGS leadership as needed.- Review expense management reports provided by VAR and its agents to find inactive lines and unused devices.
- Undertake required actions to suspend or cancel services as appropriate.
- Leverage Early Termination Fee (ETF) Waivers to facilitate cancellation of contractually obligated lines.
- Coordinate collection and transfer of unsupported devices to authorized buy-back electronics recyclers.- Coordinate Mobile Device Management activities to ensure corporate-owned devices are properly locked or wiped before disconnecting phone lines.
- Monitor status of line disconnects, reconnects, and cellular plan adjustments as needed via Carrier portals.
- Update knowledge articles and other documentation on ordering devices and updated support articles.
- Ensure that support issues and escalations are routed to the proper channels.

- 3+ years of software development, or 3+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience dealing with wireless carriers and interacting with their different service plans
- Experience managing financials and reviewing service offerings to improve frugality
- Experience with delivering a high degree of customer service and dealing with urgent customer service issues

- Knowledge of computer science fundamentals such as object-oriented design, operating systems, algorithms, data structures, and complexity analysis