Prob Mgmt Support Engineer, Amazon
GSS Elite Problem Solvers
Office located in North Reading, MA
The largest online retailer and technology provider
Be an early applicant
The largest online retailer and technology provider
1001+ employees
Be an early applicant
Office located in North Reading, MA
1001+ employees
Company mission
Amazon aims to be Earth’s most customer centric company. Their mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover and buy anything, and empower businesses and content creators to maximise their success.
Role
Who you are
- The ideal candidate will have a strong technical and functional background, with the ability to develop and implement solutions to improve support processes, drive product supportability, and prevent future incidents
- Strong analytical and problem-solving abilities
- * Deep understanding of technical systems and user experiences
- * Experience in problem-solving frameworks and methodologies
- * Excellent communication, interpersonal, and organizational skills
- * Ability to work independently and manage multiple priorities effectively
- * Passion for advanced technology and continuous improvement
- Bachelor’s degree in Engineering, Computer Science or related technical field and 5+ years’ experience delivering direct customer support or Master’s degree in Engineering, Computer Science or related technical field and and 3+ years’ experience delivering direct customer support
- * Strong Technical problem-solving and analytical skills
- * Proven ability to prioritize and manage multiple high-priority tasks simultaneously
- Proven ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management
- * Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
- * Knowledge and/or working experience with Linux (RHEL, Ubuntu)
- * Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures
- Ability to establish priorities, work independently, and proceed with objectives without supervision
Desirable
- Knowledge and/or working experience with networking and Product IT
- * Familiarity with AWS or other cloud technologies
- * Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++), Networking Technologies (TCP/IP, DNS)
What the job involves
- Amazon Robotics is looking for a Problem Management Support Engineer to join our Global Safety & Support (GSS) Elite Problem Solving (EPS) team.
- In this role, you will take the lead on deep diving large complex, cross-functional technical challenges focused on ensuring operational excellence for our customers
- Your mission will be to resolve long-term, recurring issues to enhance the performance, reliability, and safety of new robotic and automated systems
- You’ll work alongside key teams across Amazon, including hardware and software engineering, configuration management, supply chain, finance, reliability and maintenance engineering, operations, and safety and compliance teams
- We are seeking a highly skilled and passionate Problem Management Support Engineer to proactively identify, analyze, and resolve recurring system or process issues
- You will work collaboratively with Engineering and Operations teams to enhance service quality and improve the overall user experience
- Problem Identification & Mitigation: Analyze incident trends, identify recurring issues, and develop temporary solutions while working on permanent resolutions
- Incident Analysis & Root Cause Identification: Investigate incidents to determine the root causes, utilizing technical expertise to prevent recurrence
- * Problem Management Process: Manage the lifecycle of problems, including identification, documentation, categorization, and escalation
- * Knowledge Base Maintenance: Contribute to and maintain the knowledge base with documented solutions and best practices for future issue resolution
- Communication: Provide regular updates on problem status and resolutions to stakeholders and collaborate with cross-functional teams
- * Collaboration with Engineers and Stakeholders: Work closely with engineering teams and business leaders to ensure timely and high-quality project completions
- Proactive Problem Prevention: Identify potential issues before they arise and implement measures to prevent future incidents
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Employees have opportunities to own Amazon stock, participate in 401(k) plans with company match, and enroll in paid life and accident insurance
- Financial counseling and estate planning services are also available, plus paid short-term and long-term disability if needed
- Medical, dental, and vision coverage to all our regular full-time employees, regardless of their level, tenure, or position
- Amazon employees have free access to a network of more than 2 million caregivers, including nannies, babysitters and special-needs caretakers
- Employees receive discounts on certain day care centers, and Amazon provides a variety of free resources for parents of children with autism, ADHD and developmental disabilities
- Adoption assistance for qualified domestic and international adoption expenses including attorney fees, court costs, and travel
- Leave Share program allows employees to give six weeks of paid parental leave to a spouse or partner who isn’t eligible for parental leave from their employer
- Amazon Care's virtual services are available in all 50 states, and in-person care is active in Seattle, Washington, D.C., Arlington, Baltimore, Boston, Dallas, Austin, and Los Angeles, with 20+ more markets coming online in 2022 alone
- 20 weeks of paid leave to birthing mothers and six weeks for parents who adopt
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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