Problem Management Support Engineer, Amazon

• Are you driven by innovation? Is solving problems through teamwork in your DNA? Do you thrive on seeing how your contributions impact the bigger picture?
• If you answered "yes" to any of these, you’ll fit right in at Amazon Robotics
• 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
• 4+ years of software development, or 4+ years of technical support experience
• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow
• Experience troubleshooting and documenting findings

Desirable

• We’re a team of passionate doers, dedicated to applying technical problem-solving to tackle real-world challenges and transform our customers’ experiences in ways we’re just beginning to imagine
• Every day, we invent new solutions that push the boundaries of possibility
• We are Amazon Robotics, and we’ll equip you with the tools and support you need to collaborate and innovate with us in ways that are both rewarding and exciting
• 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
• 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.
• 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