Investigation Specialist - App Bug Triage and Driver Experience

Investigation Specialist, Rabbit App Bug Triage - Voice Of Driver

Description

We are RABT VOD (Voice of Drivers) team which is one of the most important and integral part of WW Amazon Flex team with a vision to improve the experience of Delivery Partners (DPs) and make their journey friction-less. VOD team is looking for a creative, analytical, dynamic and experienced Investigation Specialist to join us and help improve DP experience. A successful investigation specialist must be able passionate about to understanding driver pain points, has unending desirThe Rabbit App Bug Triage (RABT) – Voice of Driver (VOD) team is a critical component of the Worldwide Amazon Flex ecosystem, focused on improving the experience of Delivery Partners (DPs) by identifying and resolving defects impacting the Rabbit App and delivery workflows.

We are seeking a detail-oriented and analytical Investigation Specialist who is passionate about understanding driver pain points and uncovering root causes of defects impacting the DP experience. The ideal candidate demonstrates strong problem-solving ability, technical curiosity, and the ability to navigate ambiguity while working across multiple data sources and stakeholder teams.

This role requires a combination of technical investigation, data analysis, and operational excellence to identify emerging defects, validate issues through log analysis and app reproduction, and provide actionable insights to partner teams. The successful candidate will be comfortable working with SQL, Excel, and operational tools, while maintaining a high bar for quality, productivity, and customer obsession.e to uncover root causes of any defect, work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong technical skills, analytical bent of mind, intermediate to advanced expertise in MS Excel, MS Word, SQL etc.., strong communication skills both written and verbal, relationship building skills and excellent Customer Obsession.

Key job responsibilities
1. Driver Issue Investigation - Analyze Delivery Partner (DP) reported issues by reviewing data from multiple listening channels including station feedback forms, support tickets, and social media signals.
2. Log Analysis and Root Cause Identification - Perform detailed log analysis and data investigation to identify root causes, validate defects, and assess potential impact on the DP experience.
3. App Bug Reproduction - Reproduce reported app issues using technical debugging and testing methods to confirm defects and provide actionable insights to engineering teams.
4. Insight Generation from Listening Channels - Act as a primary point of contact for extracting insights from multiple Voice of Driver channels to identify emerging trends, systemic defects, and operational risks.
5. Operational Excellence - Meet established productivity, quality, and SLA targets while maintaining a high standard of investigation accuracy.
6. Workflow and Documentation Management - Maintain accurate documentation of investigations, update workflow trackers, and ensure proper record-keeping of daily operational tasks.
7. Process Improvement - Identify opportunities to improve investigation processes, defect detection mechanisms, and triage workflows.
8. Stakeholder Communication and Escalation- Proactively raise risks, trends, or systemic issues to managers and partner teams and support high-visibility investigations when required.



About the team
The Rabbit App Bug Triage (RABT) team operates within the Worldwide Flex Voice of Driver (VOD) organization and plays a critical role in improving the experience of Amazon Flex Delivery Partners (DPs). The team acts as a centralized investigation function that captures, analyzes, and triages driver-reported issues related to the Rabbit App and delivery workflows across multiple marketplaces.
RABT consolidates signals from diverse listening channels including Support tickets, station feedback, and social media, enabling the team to identify emerging defects, validate driver-reported issues, and escalate actionable insights to partner tech teams. Through structured investigation, log analysis, and app issue reproduction, the team helps eliminate noise, improve defect detection, and accelerate resolution timelines.

Basic Qualifications

- Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics
- Experience with Excel
- Experience with SQL

Preferred Qualifications

- Experience troubleshooting and documenting findings, or experience troubleshooting and debugging technical systems

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.