Prob Mgmt Support Engineer, Amazon

• 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

• 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