Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

Amazon; London; On-site; GBP 35,000 - 65,000

Job description

Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

Job ID: 2871539 | Amazon Support Services Pty Ltd - D05

Are you a Support Engineer eager for more challenging and impactful work? Do you thrive on solving complex technical problems and putting customers first? If so, Amazon has the perfect opportunity for you.

Amazon Robotics is expanding its Technical Support Engineering team in Melbourne, and we’re looking for talented engineers to join us. Our team combines technical expertise, customer obsession, and problem-solving prowess to keep over one million Amazon robots running 24/7.

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. Join us at Amazon Robotics and see how your work can make a real difference!

Please note as a part of this role you will be expected to work a 5 day work week, of which 1 day of which will be over the weekend to ensure critical 24 hour global support coverage.

Key job responsibilities

1. Service Restoration: Deep-dive into and resolve technical issues via our in-house ticketing system. 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.
2. 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.
3. 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.
4. 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.

About the team
We are Amazon’s premier Robotics problem solvers. We are a global team of robotic system specialists in the US and EU, looking to extend our 24/7 coverage by building our team in Australia. This is a mature solutions-focused environment free of a KPI-centric focus. We provide remote technical support via tickets, phone, and chat mediums. We have a thorough internal training program and will provide onsite and remote mentors, as well as training at customer sites.
Please note that as part of this role you will be expected to work a 5-day work week, one day of which will be over the weekend to ensure critical 24-hour global support coverage. While you are “on call” for high severity events during your shift, unlike many technical support roles, our TSE role requires no out-of-hours on call!

Key Benefits

1. A truly global career experience where you will work with a group of industry-leading engineers focused on delivering best-in-class technical support to our customers.
2. Unrivaled personal and career development - When you are not learning from your teammates or new product launches, you will have access to Amazon’s vast array of training and development tools.
3. A competitive compensation package including RSUs, health insurance, paid public transport, and a staff referral bonus scheme.
4. Internal mobility - You will have access to further career advancement opportunities both at home and abroad with Amazon and AWS.

BASIC QUALIFICATIONS

1. Experience troubleshooting and debugging systems, service or platforms.
2. Networking Knowledge.
3. Unix Knowledge.
4. SQL Knowledge.

PREFERRED QUALIFICATIONS

1. Five or more years of troubleshooting systems, platforms, or applications in a second-line (or above) operations team.
2. Active technical certifications in one or more relevant technical fields (Cloud services, Networking, Cybersecurity, etc.).
3. Understanding of project and change management methodologies and best practices.
4. Scripting knowledge in any programming language, with previous experience automating tasks via scripts.