Robotics Technical Support Engineer, Amazon

• Are you a Support Engineer eager for more challenging and impactful work?
• Do you thrive on solving complex technical problems and putting customers first?
• Worried about your lack of robotics experience? Don’t be! We’ll build on your existing technical expertise and provide the training you need to succeed
• Relevant Bachelor’s degree, or equivalent combination of education and experience
• Three years of technical support experience supporting enterprise systems, platforms, or applications in a first-line (or above) operations team (the focus should be on troubleshooting and root-causing issues, not necessarily system configuration)
• Excellent verbal and written communication skills, including communication to various levels of customers/leadership and experience with authoring product knowledge base content
• Previous experience with technical troubleshooting inclusive of pulling and reading logs, interpreting dashboards and responding to service alerts/alarms
• Demonstrated proficiency with Linux and running SQL queries

Desirable

• Service Restoration: Deep-dive into and resolve technical issues via our in-house ticketing system
• Amazon Robotics is expanding its Technical Support Engineering team in London, and we’re looking for talented engineers to join us
• Utilize various data sources and logs to identify hardware or software faults within the Amazon Robotics environment, including addressing robotics performance issues, server issues affecting robot navigation, and robotic station malfunctions
• Collaboration: Collaborate with on-site robotics technicians and engineers, guiding their troubleshooting efforts, and partner with software development engineers who create the code that powers the robots, ensuring seamless integration and functionality across all systems
• High Severity Calls: When critical issues affecting the customer experience occur, you will be directly involved, participating in live troubleshooting sessions via conference bridge, coordinating resolution efforts, and escalating as needed
• Utilizing various data sources such as logs, dashboards, and data dumps, you will identify problematic components within the robotics infrastructure and develop mitigation plans
• Process Improvement and Automation: Contribute to the continual improvement of our processes and procedures, participate in internal projects, and help make things better for our team and, in turn, our customers
• In this role, you will provide remote technical support through tickets, phone, and chat
• To set you up for success, we offer comprehensive internal training, hands-on mentorship both onsite and remotely, and additional training at customer locations