"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO

We didn’t make Amazon a trillion-dollar company, our customers did, and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon. To help achieve this, the Worldwide Defect Elimination (WWDE) team, within Amazon Customer Service, relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE engineers solve complex problems and build scalable, cutting-edge solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues. One of those solutions in the Andon Cord, a mechanism to prevent customers from receiving defective products - which is where this role will focus.

Key job responsibilities
As a Software Development Engineer on the Andon Cord (AC) Technology team, you will design, develop, and own scalable solutions that empower Amazon to deliver a defect-free experience for its customers.

Your work will range from building intuitive tools for Customer Service Associates to escalate critical issues to developing complex integrations with Tier-1 Amazon systems and advanced science models to detect, triage, and resolve systemic defects.

Through your contributions, you’ll tackle complex technical challenges, create innovative solutions with a direct impact on customer trust, and work on systems that are critical to Amazon’s operational excellence.

A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you!

At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!


About the team
Andon Cord is a flagship Customer Service program that manifests our commitment to prevent customers from receiving defective products that degrade their Amazon experience. We use AC to detect repeat negative customer experiences and eliminate the underlying upstream defect(s). The AC team re-imagines the way we leverage customer interactions/feedback for defect identification to enable more reliable downstream defect resolutions that drives customer experience improvements throughout the consumer business. AC team empowers our front-line customer service associates to pull a product off the Amazon website if they think that there is a problem with any of the products sold, in addition to statistical and machine learning-based automated defect detections.