Technical Support Engineer , The Mechatronics & Sustainable Packaging Customer Experience (MSP CX)

Technical Support Engineer, The Mechatronics & Sustainable Packaging Customer Experience (MSP CX)

Sector: Customer Services, Engineering
Role: Professional
Contract Type: Permanent
Hours: Full Time

DESCRIPTION
This position is an engineering role supporting a distributed Amazon network across NA and EU regions.
Day Shift: 10 Hours a day/ 4 days a week, 5:00am GMT to 3:00pm GMT. Up to one additional hour per week for all-team meeting.
Are you driven by invention? Is teamwork and problem-solving essential to how you work? If you answered yes to any of these, you'll fit right in here at Fulfilment Technologies & Robotics. We are a dynamic team of doers who work passionately to apply cutting-edge advances in robotics and software to solve real-world challenges that transform our customers' experiences in ways we can't yet imagine.
The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team provides support to internal fulfilment and transportation network customers who rely on advanced robotics technology to fulfil and ship customer orders.
In this role on the MSP CX team, you will collaborate directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to optimize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise, enabling you to work closely with our fulfilment centre operators and maintenance teams to solve complex and time-sensitive problems.
You will troubleshoot software and hardware escalations, including robotic faults, network issues, and automation failures. You will lead escalations, drive troubleshooting efforts, and coordinate with development teams and vendors to resolve complex technical issues. Additionally, you will develop and implement standard operating procedures and feedback mechanisms that ensure the MSP CX team continuously gathers customer feedback and uses it to improve service. You are expected to work independently and navigate ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is essential.

Key Job Responsibilities

1. Close tickets and resolve customer issues on mechatronics systems.
2. Troubleshoot and resolve robotic, mechatronic, and automation system issues to minimize downtime and optimize performance.
3. Act as the front-line escalation point for complex technical issues, collaborating with cross-functional teams to provide solutions.
4. Proactively identify and resolve system issues using monitoring tools, reducing downtime and improving operational efficiency.
5. Seek solutions to customer needs and propose improvements based on feedback.
6. Develop and implement standard operating procedures to enhance efficiency.
7. Integrate customer feedback into continuous service improvements.
8. Implement problem management procedures, including escalation paths for technical and operational issues.
9. Lead root cause analysis and implement preventive measures.
10. Build strong working relationships with operations and maintenance partners.
11. Provide requirements and articulate the 'voice of the customer' to development and support teams.
12. Travel up to 10% as required for on-site support and collaboration.

About the Team
We care about your career aspirations and tailor your development to your unique abilities. We want you to grow and progress in Amazon. We will facilitate your growth through an increase in scope of the projects you work on over time, and include you in projects for partner teams to experience new and interesting challenges. In this role, you'll have the opportunity to work on operational readiness, software development and testing, driving operational excellence, and cross-cutting initiatives among others.

BASIC QUALIFICATIONS

• BS in Engineering, Computer Science, or related field.
• 2+ years of experience in technical support within an engineering or automation environment, with direct customer interaction.
• Experience providing real-time IT/networking support and/or robotics support in an industrial automation setting.

PREFERRED QUALIFICATIONS

• Ability to lead complex technical discussions with software engineers, hardware engineers, technicians, and operators.
• Proven problem-solving and analytical skills.
• Ability to troubleshoot and identify the root cause of issues, drive improvements, and implement preventive measures.
• Ability to manage multiple high-priority tasks simultaneously.
• Ability to work independently with limited supervision.
• Familiarity with baseline electrical/mechanical architecture of industrial automation systems.
• Knowledge and/or working experience with networking and product IT.
• Experience with networking technologies (TCP/IP, DNS).
• Familiarity with AWS or other cloud technologies.
• Knowledge and/or working experience with relational database management systems (MySQL, PostgreSQL, etc.).

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.